Tier 3 Service Desk Lead

Washington, DC, United StatesYesterday

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Skills

active directoryazurecomptia security+cybersecurityendpoint managemententra idgroup policyit supportitilitsmmachine learningmicrosoft 365powershellroot cause analysisscriptingservicenowsharepointsystem integrationtechnical documentationtroubleshooting

About the role

Halvik Corp delivers a wide range of services to 13 executive agencies and 15 independent agencies. Halvik is a highly successful WOB business with more than 50 prime contracts and 500+ professionals delivering Digital Services, Advanced Analytics, Artificial Intelligence/Machine Learning, Cyber Security and Cutting-Edge Technology across the US Government. Be a part of something special!

Position Overview

Halvik is seeking a candidate who will be responsible for providing expert‑level troubleshooting, overseeing complex incident and problem resolution, and ensuring technical quality across all support tiers (1, 2, 3 and VIP). The primary customer requirement and long-term goal to be supported is to manage and maintain a centralized, enterprise service desk to provide IT support and services to an end user community, handling all incidents and service requests, and resolving technical issues.

Core Responsibilities

Provide advanced technical services for resolving complex and escalated IT issues with elevated administrative permissions
Perform advanced account and identity management, deep-dive diagnostics, root cause analysis, and long-term problem resolution for infrastructure components.

Minimum Requirements

• Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field

• Experience: Minimum 5+ years of enterprise desktop engineering or endpoint management experience

• Technical Proficiency:

Extensive experience administering Microsoft 365 and Azure services, including tenant management, identity and access configuration, security controls, Exchange Online, Teams, SharePoint Online, and Azure AD/Entra ID.
Advanced Active Directory administration, including group policy management, OU design, account lifecycle operations, authentication troubleshooting, and integration with cloud identity services.
Proven experience as a senior or lead ServiceNow technician, with the ability to configure, troubleshoot, and optimize ITSM modules such as Incident, Problem, Change, Knowledge, and Request Fulfillment.
Practical knowledge of the PowerShell scripting language, including the ability to automate administrative tasks, perform bulk operations, and support system integrations.
Demonstrated success resolving complex, multi-tier technical issues and serving as an escalation point for lower-tier support teams.
Experience coordinating with engineering, cybersecurity, and infrastructure teams to resolve high-impact incidents and drive root-cause analysis.
Strong background in enterprise IT operations, including monitoring, diagnostics, and adherence to ITIL-aligned processes.
Documented ability to develop and maintain technical procedures, knowledge articles, and troubleshooting guides to support continuous improvement across the service desk.

• Certifications: While not mandatory, possession will have more weight in consideration (e.g., ITIL Foundation, CompTIA Security+, CompTIA A+/Network+, or Microsoft-role-based certifications preferred).

• Security Clearance: Top Secret

Preferred Expertise

Demonstrated success supporting Federal contracts.
Strong technical analysis and troubleshooting capability and skills; ability to escalate complex issues; strong technical documentation skills.
Strong analytical, written, and verbal communication skills, with the ability to translate technical risks and content into terms suitable for executive and government stakeholders.
Ability to work collaboratively with others and contribute to a team environment.

Halvik offers a competitive full benefits package including:

Company-supported medical, dental, vision, life, STD, and LTD insurance

Benefits include 11 federal holidays and PTO

Eligible employees may receive performance-based incentives in recognition of individual and/or team achievements.

401(k) with company matching

Flexible Spending Accounts for commuter, medical, and dependent care expenses

Tuition Assistance

Charitable Contribution matching

Halvik Corp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Halvik's pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.