Service Desk Manager

$80k - $90k

Dunhill Solutions

United States

Lead the Experts Behind Secure Federal Identity & Authentication Systems!

Location: Remote Opportunity

Requirements: US Citizenship

Technical Leadership

Lead a small support team handling complex, multi-system PIV issues (certificate failures, smart card logon errors, middleware failures, CRL/OCSP issues, workstation trust issues, email signing/encryption problems).
Oversee deepdive investigation of incidents that cannot be resolved by Tier 1/2.
Guide root-cause analysis and create remediation plans for recurring identity issues.
Provide expert troubleshooting covering Windows, AD/Entra ID, certificate authorities, PKI validation, workstation cert stores, CRLs/OCSP, middleware, VPN, and secure email.
Serve as the highest level of technical escalation for PIV and identity-related support issues.

Stakeholder & Engineering Coordination

Act as the coordination point between Tier 3 support and engineering, Identity Management, and additional VA support teams assisting end users.
Drive technical investigations and collaborate on changes or fixes affecting PIV/ICAM workflows.
Communicate technical findings and recommended improvements to VA program leadership.

Incident, Problem & Change Management

Own all Tier 3 escalations, ensuring they meet SLA for response and resolution.
Lead Problem Management efforts: document known errors, identify trends, propose permanent fixes.
Validate technical solutions or workarounds before push-down to lower tiers.
Review and approve changes impacting identity/authentication systems (cert authority updates, CRL distribution changes, middleware upgrades, GPO updates).

Knowledge & Process Development

Create and maintain detailed runbooks and troubleshooting guides for complex PIV issues.
Provide technical coaching and mentoring to Tier 2 analysts.
Identify automation opportunities to reduce manual troubleshooting.

Compliance & Security

Ensure Tier 3 operations adhere to federal identity, credentialing, and security standards.
Maintain strict handling of sensitive data (PII/PHI) within identity systems.
Support audit activities with technical evidence and documentation.

Required Qualifications

5-10+ years in IT support, with 3+ years managing advanced technical teams.
Experience leading or mentoring a small technical support team while remaining hands-on with advanced technical troubleshooting.
Strong hands-on experience with PIV, certificates, smart card authentication, and Windows trust environments.
Deep experience troubleshooting authentication failures, smart card logon issues, certificate validation, middleware, Active Directory, Group Policy, certificate authorities, and CRL/OCSP validation.
Experience leading escalations and root-cause investigations in enterprise/federal environments.
Proficiency in ServiceNow or similar ITSM tools.
Ability to obtain/maintain Public Trust clearance.

Preferred Qualifications

Experience supporting VA identity systems, PIV environments, or ICAM workflows.
Understanding of HSPD12, FIPS 201, NIST SP 80063 and related federal identity standards.
Previous work with certificate authority platforms (Entrust, HID/ActivID, RSA, etc.).
Familiarity with secure email (S/MIME) and authentication integrations with cloud services.
ITIL v4 certification.
Familiarity with secure email (S/MIME) and authentication integrations with cloud services.

Core Competencies

Expert-level troubleshooting & analytical thinking.
Strong leadership for technical teams.
Tier 3/Tier 4 technical support expertise.
Clear communication of complex issues to non-technical stakeholders.
Process rigor (ITIL, RCA, documentation).
Root cause analysis and problem management.
Cross-team collaboration with Engineering and Identity Management.
Cross-team collaboration & diplomacy in high-visibility escalations.

Compensation Range: $80,000 - $90,000

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Vacancy posted 1 day ago

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