[Hiring] Tier III Service Desk Lead @Diné Development Corporation

Role Description

NOVA-Dine is seeking a Tier III Service Desk Lead to serve as a Tier III Service Desk technical leader supporting the Defense Enclave Services (DES) MES-END program. This position serves as a senior technical authority responsible for providing advanced troubleshooting, engineering analysis, systems integration, architecture assessment, risk analysis, and operational support across complex Department of Defense enterprise environments.

The selected candidate will lead resolution of highly complex technical issues escalated from Tier I and Tier II support organizations while driving continuous service improvement initiatives across enterprise infrastructure, network, endpoint, cloud, and systems environments.

The successful candidate will perform technical planning, system integration, verification and validation activities, infrastructure assessments, architecture reviews, and operational analysis to ensure reliable and secure service delivery. This individual will work closely with engineering, cybersecurity, operations, and customer stakeholders to develop and implement enterprise solutions that align with mission requirements, technical constraints, schedules, and cost objectives.

Responsibilities

• Serve as the highest level of technical escalation within the Tier III Service Desk organization.
• Lead the analysis and resolution of unusually complex enterprise infrastructure, network, endpoint, and systems issues.
• Perform technical planning, systems engineering, integration, verification, validation, and operational readiness assessments.
• Conduct root-cause analysis and develop corrective actions for recurring service disruptions and performance issues.
• Perform architecture, infrastructure, and system assessments to identify risks, deficiencies, and modernization opportunities.
• Analyze customer requirements and translate operational needs into comprehensive technical solutions.
• Evaluate system performance, supportability, effectiveness, and operational readiness across enterprise environments.
• Lead technical investigations, service restoration efforts, and major incident response activities.
• Develop engineering recommendations, implementation strategies, and long-term technology roadmaps.
• Review and approve technical solutions, procedures, engineering documentation, and operational processes.
• Collaborate with cybersecurity, systems engineering, operations, and program management teams to ensure successful implementation of enterprise solutions.
• Provide technical leadership, mentorship, and guidance to engineers and support personnel.
• Identify technical risks and develop mitigation strategies to minimize operational impact.
• Support continuous service improvement initiatives and recommend technology enhancements to improve performance and reliability.
• Participate in stakeholder briefings, technical reviews, and executive-level discussions regarding enterprise service delivery.

Qualifications

• Bachelor's degree in Information Technology, Engineering, Computer Science, or related technical discipline and 12 years of relevant experience, OR
• Master's degree in Information Technology, Engineering, Computer Science, or related technical discipline and 10 years of relevant experience.

Requirements

• Active Secret security clearance.
• U.S. Citizenship.
• Experience supporting enterprise-scale IT service delivery environments.
• Experience serving as a senior escalation resource supporting complex technical environments.
• Experience performing systems engineering, systems integration, verification, and validation activities.
• Experience conducting technical assessments, infrastructure evaluations, and architecture reviews.
• Strong analytical, troubleshooting, and problem-solving skills.
• Demonstrated leadership or management experience.
• Experience developing technical documentation, procedures, and engineering recommendations.
• Ability to communicate effectively with technical teams, customers, and executive stakeholders.

Preferred Qualifications

• Experience supporting DES, DISA, DODNet, or other Department of Defense enterprise environments.
• Experience supporting Tier III Service Desk or Enterprise Operations Centers.
• Experience supporting enterprise modernization and transformation initiatives.
• Experience with ITSM platforms such as ServiceNow.
• Experience with enterprise monitoring, automation, and performance management tools.
• Systems engineering certifications or advanced technical certifications.
• Experience supporting cloud, hybrid, and large-scale enterprise infrastructure environments.

Benefits

• Comprehensive benefits package, including medical, dental, vision, life and disability coverage.
• Retirement savings with company match.
• Paid time off.
• Voluntary supplemental benefits.
• Access to an employee assistance program.
• Educational assistance with tuition reimbursement.