Tier II Service Delivery Lead

Tier 2 Service Delivery Lead

Position Type: Full Time/Remote (occasional travel to the Washington, DC area)
Salary Range: $140,000.00 To $180,000.00 Annually
Role title: Tier 2 Service Delivery Lead
Contract Position Title: Service Delivery Lead
Clearance Requirement: Active DoD SECRET Clearance

Job 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

Key Responsibilities:

Service Delivery Leadership

• Stand up and lead the Tier 2 support desk from day one, including staffing, shift coverage (0600–2000 ET, staggered shifts), duty assignments and daily operating rhythm
• Own end-to-end Tier 2 service performance against the adopted P1–P4 priority and response/resolution framework
• Serve as the single contractor point of accountability for Tier 2 service to the Government Enterprise Support Lead and DASN (P) leadership
• Lead, coach and evaluate the Tier 2 team: Senior Procurement SMEs, Knowledge Managers, Ops/Queue Managers and Tier 2 Lead Analysts

Tiered Support Integration

• Define and maintain the handoff rules between Tier 1 (Navy Enterprise Service Desk), Tier 2 and Tier 3 (development and hosting): routing, escalation criteria, ownership and closure standards
• Manage the shared enterprise ticketing platform as the system of record for Tier 2 work, including categorization, queue design, workflows and data quality
• Coordinate major-incident response for high-priority issues, including communications to affected commands and after-action reviews
• Support phased onboarding of Navy commands and user populations onto the enterprise Tier 2 model

Performance Management & Reporting

• Build and run the performance framework for the desk: SLA compliance, first-contact resolution, time to resolve, backlog aging, reopen rate, escalation rate and customer satisfaction
• Develop and deliver regular service performance reports and executive briefings with trends, root causes and recommendations
• Analyze ticket volume and demand patterns to recommend staffing, coverage and process changes

Knowledge, Automation & Continual Improvement

• Direct the knowledge management program so that recurring issues become published, maintained knowledge articles and self-service content
• Partner with Government and technical teams on automation and AI-assisted deflection (virtual agent, self-service) to reduce avoidable ticket volume
• Run problem management that finds recurring defects and feeds them to the ePS program for permanent fixes
• Lead continual service improvement using ITIL practices

Program Support

• Support capacity planning, staffing forecasts and option-year planning with the ShadowObjects program lead
• Contribute to Government strategy documents, decision briefs and service governance forums
• Ensure Tier 2 procedures, service catalog entries and operating documents stay current

Required 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

Desired Qualifications:

• 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+)