5+ years in structured incident management environments with SLAs
5+ years experience with Incident Management systems (e.g., BMC Helix)
5+ years supporting Windows, macOS, iOS, and Android
5+ years Active Directory administration
5+ years Microsoft 365 enterprise support
3+ years of secure VPN remote troubleshooting experience
Advanced PowerShell scripting skills
Experience developing Power BI dashboards
Experience in asset lifecycle management
Ability to lift up to 50 pounds for onsite support
Responsibilities
Lead Tier 2-3 Service Desk operations in hybrid environments
Ensure service requests and incidents meet SLA and performance standards
Supervise advanced troubleshooting for multiple operating systems
Oversee endpoint imaging, configuration, and system upgrades
Conduct root cause analysis for incident responses
Develop PowerShell scripts for automation of tasks
Create and manage Power BI dashboards for service performance
Coordinate nationwide Tier 2 and Tier 3 field dispatch activities
Manage administrative services related to asset lifecycle and device management
Benefits
15 days of PTO
11 paid federal holidays
Comprehensive medical, dental, vision, life, and disability insurance
Health Savings Account (HSA) and Flexible Spending Account (FSA) options
Travel assistance program
Pet insurance
Various additional benefits available
Full Job Description
Service Desk Tier 2-3 Lead oversees advanced technical troubleshooting, escalation management, field dispatch coordination, automation initiatives, and enterprise asset lifecycle support. This role ensures timely resolution of complex incidents while maintaining compliance with response and onsite arrival requirements.
Responsibilities:
Lead Tier 2-3 Service Desk operations in a hybrid onsite/remote environment.
Ensure service requests and incidents are acknowledged, escalated, and resolved in accordance with established Service Level Agreements (SLAs) and operational performance standards.
Supervise advanced troubleshooting across:
Windows and macOS operating systems
Microsoft 365 enterprise services
Mobile platforms (iOS, Android)
Oversee endpoint imaging, configuration, patching, and system upgrades.
Conduct root cause analysis for recurring or high-impact incidents.
Develop PowerShell scripts to automate maintenance and deployment tasks.
Develop and maintain Power BI dashboards for service performance monitoring.
Coordinate nationwide Tier 2 and Tier 3 field dispatch activities.
Oversee administrative services including:
Asset reconciliation
Device lifecycle management
Secure data sanitization in accordance with NIST standards
Hardware return and replacement authorization coordination
Ensure chain-of-custody compliance for device disposition.
Support transition surge staffing and onboarding activities.
Required Skills
Experience in structured incident management environments with defined SLA requirements.
Minimum five (5) years' experience with Incident, Change, or Knowledge Management systems (BMC Helix/Remedy or comparable).
Minimum five (5) years supporting Windows, macOS, iOS, and Android.
Minimum five (5) years Active Directory administration.
Minimum five (5) years Microsoft 365 enterprise support.
Minimum three (3) years supporting secure VPN remote troubleshooting.
Advanced PowerShell scripting proficiency.
Experience developing service dashboards in Power BI.
Experience supporting asset lifecycle and device reconciliation processes.
Ability to work onsite in Washington, DC.
Ability to lift up to 50 pounds when supporting onsite hardware needs.
