Tier 3 Service Desk Lead

Tier 3 Service Desk Lead
Onsite - Washington, DC

Blu Omega is seeking a Tier 3 Service Desk Lead to support a supported mission area. This role is responsible for providing advanced technical support within a federal government environment supporting the Department of Commerce.

Program Overview
Blu Omega supports mission-critical federal programs across civilian and defense sectors, delivering cybersecurity, cloud modernization, and enterprise IT solutions.

Key Details
Location: Washington, DC
Clearance / Suitability: Top Secret

Responsibilities

• Provide Tier 3 technical support for complex and escalated incidents involving enterprise systems, applications, networks, and infrastructure.
• Administer and troubleshoot Microsoft 365, Azure, Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft Entra ID.
• Manage Active Directory environments, including Group Policy, organizational units, user accounts, privileged access, authentication, and identity synchronization.
• Serve as a senior ServiceNow resource, handling advanced ticket resolution, workflow configuration, and ITSM processes.
• Develop and execute PowerShell scripts to automate administrative tasks, streamline operations, and resolve complex technical issues.
• Perform advanced identity and access management tasks, including MFA updates, PIV exemptions, account provisioning, onboarding, offboarding, and access controls.
• Troubleshoot email, mailbox, calendar, licensing, shared drive permissions, and data access issues.
• Support data governance and compliance activities, including eDiscovery, FOIA requests, data recovery, and retention requirements.
• Conduct root cause analysis using system logs, diagnostic tools, and performance metrics.
• Collaborate with cybersecurity, engineering, and infrastructure teams to resolve critical incidents and implement long-term solutions.
• Develop technical documentation, troubleshooting guides, and knowledge articles to improve service desk operations.

Required Qualifications

• Active Top Secret security clearance.
• Extensive hands-on experience administering Microsoft 365 and Azure services.
• Advanced Active Directory and Microsoft Entra ID administration experience, including Group Policy, identity management, and authentication troubleshooting.
• Senior-level ServiceNow experience, including Incident, Problem, Change, Knowledge, and Request Management.
• Strong PowerShell scripting skills for automation, bulk administration, and troubleshooting.
• Proven experience providing Tier 3 technical support and resolving complex, multi-system IT issues.
• Experience with enterprise IT operations, infrastructure diagnostics, root cause analysis, and ITIL-based service management.
• Strong communication, technical documentation, and cross-functional collaboration skills.

Preferred Qualifications

• Experience supporting federal government IT environments.
• Familiarity with PIV authentication, MFA, privileged account management, and federal security requirements.
• Experience supporting Microsoft 365 compliance tools, eDiscovery, and data retention policies.
• Previous experience serving as a technical lead or senior escalation resource.

Compensation
Salary Range: $100,000 - $170,000
Final compensation is based on technical skills, experience, education, certifications, and clearance.

Blu Omega Benefits & Perks

• Medical, Dental, and Vision coverage through national providers
• 401(k) with company match (eligible after 6 months; vesting applies)
• Company-paid Life and AD&D insurance with additional voluntary options
• Short-term disability (company-paid) and long-term disability options
• Employee Assistance Program (EAP) with 24/7 confidential support and mental health resources
• Telehealth and virtual care options
• Pet insurance, legal services, and identity theft protection options
• Paid Time Off (PTO) for eligible employees
• Paid federal holidays for salaried employees
• Access to wellness programs, discounts, and lifestyle benefits

Company Overview
Blu Omega is a Woman-Owned Small Business (WOSB) delivering technology and cybersecurity solutions to federal agencies and enterprise clients. Headquartered in Ashburn, VA, we support mission-critical programs across civilian and defense sectors, including health, national security, and regulatory environments. We partner with government agencies and large integrators to provide expertise in cybersecurity operations, cloud and infrastructure modernization, data and analytics, and enterprise IT support.

Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

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