Tier III Service Desk Lead

Role overview Lead the highest level of technical escalation for a large, complex defense IT service environment. You will resolve difficult infrastructure and systems problems, guide engineering and incident response, and assess enterprise services for reliability, security, supportability, and readiness.

Responsibilities - Direct investigation and resolution of complex infrastructure, network, endpoint, and systems issues escalated from earlier support tiers. - Lead major incident response and service restoration, including root-cause analysis and corrective actions for recurring problems. - Conduct systems engineering, integration, verification, validation, and operational readiness assessments. - Review enterprise architecture, infrastructure, and system performance to identify risks, deficiencies, and modernization opportunities. - Translate customer needs into technical solutions, implementation plans, engineering recommendations, and longer-term technology roadmaps. - Review technical designs, procedures, documentation, and operational processes; coordinate delivery with cybersecurity, engineering, operations, and program teams. - Mentor technical staff, develop risk mitigations, and communicate findings in stakeholder and executive briefings.

Requirements - Bachelor’s degree in IT, engineering, computer science, or a related technical field with 12 years of relevant experience, or a master’s degree in a related field with 10 years of experience. - Active Secret clearance and U.S. citizenship. - DoD 8570/8140 IAT Level II certification. - Experience supporting enterprise-scale IT services and acting as a senior escalation resource in complex environments. - Background in systems engineering and integration, verification and validation, technical assessments, infrastructure evaluations, or architecture reviews. - Strong troubleshooting, analysis, leadership, documentation, and communication skills, including the ability to work with technical and executive stakeholders.

Nice to have Experience with defense enterprise environments, Tier III service desks or enterprise operations centers, modernization programs, IT service management platforms, monitoring or automation tools, cloud or hybrid infrastructure, and advanced systems engineering certifications.

Benefits and work setup The source describes full-time employee benefits including medical, dental, vision, life and disability coverage, retirement savings with a company match, paid time off, supplemental benefits, employee assistance, and tuition reimbursement.