[Hiring] Tier II Service Delivery Lead @Shadow Objects

Role Description

ShadowObjects LLC has a (Full Time) career opportunity for a Tier 2 Service Delivery Lead to support a Deputy Assistant Secretary of the Navy – Procurement (DASN (P)) contract. This is the senior leadership position for the Department of the Navy's enterprise eBusiness Tier 2 support desk, with an anticipated start of November 2026. The desk supports the Navy acquisition and contracting workforce on the DON Electronic Procurement System (ePS) and related eBusiness systems.

The ideal candidate has led a help desk or service desk within the Department of Defense and has a proven record of standing up, running and improving a tiered support operation in a complex, multi-command environment. The candidate must understand how Tier 1, Tier 2 and Tier 3 support work together, and must have run desks against service levels, priority frameworks and escalation paths. The candidate will serve as the contractor counterpart to the Government Enterprise Support Lead and lead a Tier 2 team of procurement subject matter experts, knowledge managers, queue managers and lead analysts.

The candidate must have excellent executive communication skills, including the ability to brief service performance and recommendations to senior Navy leadership. The candidate must also be able to perform the following:

• Lead and develop a multi-disciplinary support team across staggered shifts
• Hold service levels steady while demand, users and capabilities change
• Turn ticket data into clear decisions for Government leadership
• Build strong working relationships with Tier 1, Tier 3, program office and command stakeholders
• Work independently while escalating issues at the right time
• Manage multiple priorities during high-demand periods such as fiscal year-end
• Translate technical and functional issues into plain language for contracting users and leadership

Qualifications

• Active DoD SECRET Clearance
• Bachelor's degree in Information Technology, Information Systems, Business or a related field (additional qualifying experience may substitute)
• 10+ years' experience in IT service management or enterprise application support
• 5+ years' experience leading a help desk or service desk supporting a DoD organization, including direct supervision of support staff and accountability for SLA performance
• Demonstrated experience operating in a tiered (Tier 1/2/3) support model with defined escalation paths
• Experience running an enterprise ITSM ticketing platform as a system of record (queue design, categorization, workflows, reporting)
• Experience briefing service performance to senior Government leadership

Requirements

• Familiarity with the DON acquisition and procurement environment, including ePS, PIEE, SAM.gov and FPDS, and the contracting lifecycle from requirement through award and closeout
• Experience supporting the Navy Enterprise Service Desk (NESD) or other Navy enterprise service desks
• Working knowledge of FAR/DFARS/NMCARS as they relate to contract-writing and procurement systems
• Experience standing up a new service desk or moving to an enterprise support model
• Experience with knowledge-centered service (KCS) and virtual agent or AI-assisted support tools
• Master's degree
• ITIL 4 Foundation certification
• ITIL 4 Managing Professional or higher; DoD 8140-aligned certification (e.g., CompTIA Security+)