IT Service Desk Team Lead​/Tier 2-3; TS

Job Description IT Service Desk Team Lead (Tier 2/3) – Active TS/SCI Required

Location:

Washington, DC / National Capital Region Work Arrangement:
On-site, five days per week Employment:
Full-Time Clearance:
Active Top Secret with SCI eligibility required

Compensation:
Competitive and commensurate with experience; approved range to be provided in posting

This is not a traditional Help Desk Technician position. We are seeking an experienced IT Service Desk Team Lead to support a mission-critical, classified Federal IT environment. The successful candidate must be equally comfortable providing hands‑on Tier 2/Tier 3 technical support and leading the day‑to‑day activities of a Service Desk team. This individual will serve as a visible representative of the IT organization and must demonstrate strong leadership, accountability, reliability, professionalism, judgment, and customer service.

Technical ability is important, but technical ability alone is not sufficient for this position.

Applicants should apply only if they meet the following requirements:

• Active Top Secret clearance with current SCI eligibility.
• Demonstrated Tier 2 and/or Tier 3 enterprise IT support experience.
• Previous experience leading, coordinating, mentoring, or directing the work of technical personnel.
• Ability and willingness to work on‑site five days per week.
• Demonstrated reliability, punctuality, responsiveness, and follow‑through.
• Strong professional communication skills with customers, peers, technical personnel, and senior leadership.
• Professional appearance, demeanor, and conduct appropriate for a secure Federal customer environment.
• Ability to remain composed and effective during outages, escalations, customer complaints, and other high‑pressure situations.
• Willingness to participate in after‑hours support, maintenance windows, outage response, or on‑call activities when required.
• Ability to take ownership of problems and drive issues through resolution rather than simply redirecting them to others.

• Serve as the day‑to‑day operational lead for the IT Service Desk.
• Coordinate daily workload, priorities, staffing coverage, escalations, and customer support requirements.
• Provide technical leadership and guidance to Service Desk personnel.
• Mentor technicians and help develop less‑experienced staff.
• Establish and reinforce expectations for attendance, responsiveness, ticket ownership, customer service, documentation, and task completion.
• Identify operational or personnel concerns early and elevate them through the appropriate management channels.
• Serve as an escalation point for complex Tier 2 and Tier 3 technical issues.
• Support Microsoft Windows workstations, enterprise applications, and related infrastructure.
• Perform Active Directory account administration, including password resets, account modifications, security groups, permissions, distribution lists, and shared‑resource access.
• Troubleshoot hardware, software, operating system, printer, peripheral, application, and network‑connectivity problems.
• Support workstation imaging, deployment, replacement, configuration, and lifecycle activities.
• Support software installation, patching, upgrades, remediation, and configuration changes.
• Assist with vulnerability remediation, system hardening, and configuration compliance activities.
• Support printers, scanners, VTC systems, VoIP phones, and other enterprise peripherals.
• Maintain accurate ticket, incident, inventory, and operational documentation.
• Support IT asset‑management activities.
• Participate in incident response, maintenance activities, outages, equipment moves, deployments, and other operational requirements.
• Help develop and maintain SOPs, troubleshooting guides, knowledge articles, and repeatable support processes.
• Monitor the quality and timeliness of customer support and ensure issues are followed through to completion.
• Coordinate with Systems Administrators, Network Engineers, Cybersecurity personnel, management, and other technical teams as required.
• Represent the IT organization professionally during customer interactions, meetings, escalations, and daily operations.