SME Service Desk Analyst; Tier 1 Lead - WDP

Description

This Department of War enterprise data and analytics program delivers mission-critical capabilities that enable leaders across the Department to make faster, better-informed decisions using trusted data dos Digital Modernization sector is seeking an experienced SME Service Desk Analyst (Tier
1) Lead to support the delivery, enhancement, and adoption of enterprise data and analytics products used across multiple DoD organizations.

In this role, you will work alongside government partners, engineers, and other industry teammates to translate operational and strategic requirements into scalable, production-ready solutions. You will contribute directly to product planning, execution, and continuous improvement helping ensure capabilities are delivered efficiently, aligned to mission priorities, and positioned for sustained success.

This position offers the opportunity to work on a high-visibility, enterprise program at the intersection of data, analytics, and emerging AI technologies. Ideal candidates are motivated by mission impact, comfortable operating in complex stakeholder environments, and interested in building deep domain expertise while delivering capabilities with real-world national security outcomes.

• Lead and manage Tier 1 Service Desk operations, ensuring timely and effective handling of user requests and incidents.
• Supervise and direct a team of Tier 1 analysts, including task assignment, workload balancing, and performance management.
• Serve as the first line of technical support for users, performing initial triage and resolving routine issues.
• Ensure compliance with SLAs, KPPs, and customer support performance metrics.
• Oversee intake, categorization, routing, and tracking of service desk tickets across all WDP environments.
• Ensure accurate and efficient handling of account requests, onboarding, access issues, and standard service requests.
• Monitor service desk performance and implement improvements to enhance response times, resolution rates, and user satisfaction.
• Coordinate escalation of issues to Tier 2 and Tier 3 support teams, ensuring end-to-end resolution tracking.
• Support development and maintenance of User Support Operations Plan (USOP) processes and procedures.
• Implement and improve automation and self-service capabilities (e.g., FAQs, knowledge base, chatbots).
• Analyze service desk metrics and generate reports on performance, trends, and improvement opportunities.
• Collaborate with platform, data, AI/ML, and engineering teams to resolve systemic issues and improve support processes.
• Support incident response activities, including identification, tracking, and coordination of system outages and performance issues.
• Lead training, onboarding, and development of service desk personnel.
• Participate in SAFe ceremonies and coordinate support activities aligned to Agile delivery cycles.

• Active TS/SCI clearance.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or related technical discipline and 12+ years of relevant experience OR Master's degree in a related field and 10+ years of relevant experience.
• At least one of the following foundational qualification pathways consistent with DoD 8140 requirements:
  • Current DoD 8570/8140 baseline certification appropriate for Advanced Technical Support Specialist roles (e.g., CASP+, Security+, or equivalent).
  • Offerings listed in the DoD 8140 Training Repository.
  • Demonstrated equivalent training and experience qualifying under DoD 8140 foundational qualification alternatives.
• Experience leading IT service desk or user support operations in enterprise environments.
• Experience managing Tier 1 support teams and service delivery processes.
• Experience with ticketing systems (e.g., Service Now, Jira Service Management, or similar).
• Experience managing SLAs, KPIs, and service performance metrics.
• Strong leadership, communication, and stakeholder management skills.

• Experience supporting service desk operations across NIPRNet, SIPRNet, and JWICS environments.
• Experience implementing service desk automation and self-service solutions.
• Experience supporting large‑scale enterprise data, analytics, or AI platforms.
• ITIL certification or equivalent service management certification.
• Experience operating within SAFe or Agile environments.
• Experience implementing automation or self-service solutions within service desk environments.
• Familiarity with cloud‑based environments and security enclaves (IL2, IL5, IL6, JWICS).
• Knowledge of data analytics and artificial intelligence applications in a user support context.

• Must possess an active TS/SCI at time of consideration.

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic…