Tier 3 Service Desk Lead

Ddc Dine; Washington (District of Columbia); On-site; USD 114,000 - 134,000; Full time

Job summary

Diné Development Corporation (DDC) in Washington, DC, seeks a Tier 3 Service Desk Lead to own advanced IT operations support, drive root-cause analysis, and oversee complex infrastructure and identity management services.

You will mentor Tier 1/2 staff, develop SOPs, automate with PowerShell, and coordinate with cybersecurity, infrastructure, and engineering teams to resolve high-impact incidents. Active Top Secret clearance is required.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or related field.
• 8+ years of enterprise IT operations and systems administration experience.
• Active Top Secret Clearance with SCI eligibility.
• Strong PowerShell scripting and automation skills.
• Experience with Microsoft 365, Azure, and Active Directory.
• ServiceNow ITSM administration expertise.
• Knowledge of ITIL practices and cybersecurity operations.
• U.S. Citizenship required.

Responsibilities

• Serve as the highest escalation authority for complex enterprise IT incidents.
• Perform advanced troubleshooting and administration across Microsoft 365, Azure, Active Directory, and enterprise infrastructure.
• Lead root cause analysis and long-term remediation activities.
• Develop and maintain automation scripts and SOPs.
• Mentor Tier 1/2 staff and support technical training.
• Coordinate with cybersecurity, infrastructure, and engineering teams during incidents.
• Support ServiceNow ITSM workflows and governance.

Skills

PowerShell scripting

Automation

IT operations

ServiceNow ITSM

Active Directory

ITIL

Education

Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or related technical field

Tools

Microsoft 365/Azure

Job description

## Tier 3 Service Desk LeadApply: Washington, DC: Full time: Posted 2 Days Ago: JR100443The **Tier 3 Service Desk Lead** provides advanced technical leadership and serves as the highest escalation point for enterprise IT service desk operations supporting OCIO systems and users. This role is responsible for advanced troubleshooting, root cause analysis, systems administration, automation, and technical oversight of complex infrastructure and identity management services.**\\*\\*\\*This position is contingent upon contract award.\\*\\*\\*****Responsibilities:*** Serve as the lead technical escalation authority for complex enterprise IT incidents and problems.* Perform advanced troubleshooting and administration across Microsoft 365, Azure, Active Directory, and enterprise infrastructure environments.* Lead root cause analysis and long-term remediation activities for recurring operational issues.* Administer identity and access management services, including MFA, privileged accounts, onboarding/offboarding, and directory services.* Support ServiceNow ITSM administration, workflow optimization, and advanced fulfillment activities.* Develop and maintain PowerShell scripts and automation solutions to improve operational efficiency.* Coordinate with cybersecurity, infrastructure, and engineering teams to resolve high-impact incidents.* Perform advanced diagnostics using enterprise monitoring and logging tools.* Support data governance, FOIA/eDiscovery activities, and compliance-related technical support functions.* Develop technical SOPs, troubleshooting guides, and knowledge articles to support lower-tier operations.* Mentor Tier 1 and Tier 2 personnel and support technical training initiatives.* Participate in COOP/DR operations, after-hours support events, and mission-critical response activities.**Qualifications:*** Years of Experience: Minimum 8 years of experience in enterprise systems administration and advanced IT operations support.* Education Level: Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or related technical field preferred.* Clearance Requirements: Active Top Secret Clearance required. SCI eligibility preferred.* Certification Requirements: + Microsoft 365/Azure Certifications preferred. + ITIL Foundation or Intermediate Certification preferred. + ServiceNow Certification preferred.* Any other work-related qualifications needed for the role: + Extensive experience administering Microsoft 365, Azure, and Active Directory environments. + Advanced experience with ServiceNow ITSM administration and configuration. + Strong PowerShell scripting and automation experience. + Demonstrated experience resolving complex enterprise technical incidents and leading escalation support activities. + Strong understanding of ITIL service management practices, enterprise infrastructure, and cybersecurity operations. + U.S. Citizenship required. Salary Range: $114,000 to $134,000The compensation range listed for this position represents the good faith salary range Diné Development Corporation (DDC) and its subsidiaries reasonably expect to pay for the role, in accordance with applicable state and local pay transparency laws. Actual compensation will be determined based on a variety of factors, including the position's responsibilities, the candidate's education, experience, skills, internal equity, market considerations, and any applicable collective bargaining agreements or legal requirements.