IT Service Desk Team Lead / Tier 2-3 (Active TS Required)

Tenacity Solutions LLC

Washington, DC, USA

Published: 6/14/2022

Technology

Full Time

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

About the Role

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.

Non-Negotiable Requirements

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.

Key Responsibilities

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.

Leadership Expectations

The successful candidate must understand that leadership involves more than being the most technically experienced person on the team.

The Service Desk Team Lead will be expected to:

Set the professional example for the team.
Be consistently dependable, prepared, responsive, and present.
Communicate expectations clearly.
Hold personnel accountable respectfully and appropriately.
Address problems early rather than allowing them to continue.
Follow up until actions are completed.
Develop and mentor technicians.
Recognize when an issue requires escalation.
Maintain professional boundaries when interacting with Government personnel.
Demonstrate sound judgment when handling personnel, technical, or customer issues.
Maintain awareness of Service Desk workload, outstanding issues, staffing, and customer concerns.
Take ownership of the overall quality and effectiveness of day-to-day Service Desk operations.

Experience

Required

Demonstrated experience supporting an enterprise IT environment.
Strong Tier 2/Tier 3 troubleshooting experience.
Previous experience as a team lead, shift lead, technical lead, senior technician, supervisor, or similar role involving responsibility for coordinating the work of others.
Experience supporting Microsoft Windows environments.
Working knowledge of Microsoft Active Directory and enterprise account administration.
Experience troubleshooting hardware, software, printers, peripherals, applications, and network connectivity.
Experience working within a structured ticketing or IT service-management environment.
Strong written and verbal communication skills.
Demonstrated customer-service experience in a professional IT environment.

Strongly Preferred

Five or more years of progressively responsible enterprise IT support experience.
Prior Federal Government IT experience.
Experience supporting classified systems or secure facilities.
Experience supporting VIP, executive, or senior Government customers.
Experience with patch management, vulnerability remediation, DISA STIGs, imaging, and system hardening.
Experience with VTC or Unified Communications systems.
Experience with SolarWinds or comparable IT service-management or asset-management tools.
Experience coordinating ticket metrics, recurring incidents, technician workload, or Service Desk performance.

Education and Certifications

Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related discipline preferred, but not required.
Candidates without a bachelor's degree will receive full consideration based on demonstrated technical experience, leadership experience, progressively responsible IT roles, and relevant certifications.
Security+, ITIL, Microsoft, Cisco, or comparable industry certifications are preferred.
Significant experience in classified Federal IT environments may be considered particularly valuable.

Work Environment

This position supports a secure, mission-critical Federal IT environment.

Dependable staffing and customer support are essential. The role may require participation in after-hours maintenance, incident response, outages, emergency activities, or other operational requirements.

Reliability, professionalism, accountability, leadership, and customer service are essential conditions of success in this position.

\nCompany Description

Tenacity Solutions, LLC (Tenacity) is a Service-Disabled Veteran Owned Small Business (SDVOSB) founded by our CEO, Gabriel Brown, CAPT, USN (Ret). Tenacity is an innovative company, leveraging talent, skill, and knowledge with cutting-edge and proven practices to deliver solutions and products that exceed customers’ requirements and surpasses their expectations. Tenacity immediately has become a leading technology and management solutions provider with a mission to advance healthcare services for specialized populations including Veterans and their families. Headquartered in North, Bethesda, Maryland (DMV), our talented resources are located across the United States. We bring diverse talent to design solutions that help customers with their greatest challenges.