Service Desk Tier 1 Lead

Washington, United States | Posted on 03/09/2026 Industry Technology - No Clearance Required City Washington State/Province District of Columbia Country United States Job Description Datawiz, a GTSC company, seeks a highly experienced and motivated Service Desk Tier 1 Lead Location: Washington, DC ... Hybrid work model with a combination of onsite support at the client site and approved telework upon satisfaction role can be performed in hybrid role. Datawiz delivers secure, ITIL-aligned Tier 1–3 IT support services to Federal Government clients operating in mission-critical environments. Our teams provide 24/7 hybrid Service Desk coverage, onsite technical support, enterprise endpoint management, and asset lifecycle coordination in compliance with Government security and service level standards. The Service Desk Tier 1 Lead supervises frontline Service Desk operations supporting a large, distributed Government enterprise environment. This role ensures high-quality first-contact support, adherence to service level timelines, proper ticket documentation, secure account administration, and coordination of endpoint and asset management activities. Responsibilities Lead 24/7 Tier 1 Service Desk operations in a hybrid onsite/remote environment. Ensure service requests and incidents are acknowledged, escalated, and resolved in accordance with established Service Level Agreements (SLAs) and operational performance standards. Oversee first call resolution (FCR) performance and ensure proper escalation to Tier 2 and Tier 3. Windows and macOS operating systems Microsoft 365 applications (Outlook, Teams, SharePoint, Exchange Online) Mobile devices (iOS and Android) Secure remote connectivity tools and multi-factor authentication Oversee account provisioning, password resets, and access administration. Ensure accurate ticket logging and documentation within the Government-approved ITSM platform (Helix). Coordinate with endpoint management teams on device configuration, patching, and mobile device management platforms. Support administrative asset management functions including: Equipment tracking and inventory updates Chain-of-custody documentation Device imaging coordination Hardware refresh and replacement workflows Ensure compliance with Government security policies, encryption standards, and data protection requirements. Support surge staffing and transition operations during high-volume periods. Required Skills Minimum five (5) years' experience with Incident, Change, or Knowledge Management systems (BMC Helix/Remedy or comparable). Minimum three (3) years supporting Windows, macOS, Microsoft 365, and mobile platforms. Experience in structured incident management environments with defined SLA requirements. Active Directory account administration experience. Experience supporting secure remote connectivity tools. Familiarity with mobile device management platforms (Intune, Workspace ONE, JAMF, ABM). Experience supporting inventory tracking or device lifecycle processes. Ability to work onsite in Washington, DC. Ability to lift up to 50 pounds when supporting onsite hardware needs. Preferred Skills M365 certification. Experience supporting transition or surge operations. Must be a U.S. Citizen. Must be eligible to obtain and maintain a Public Trust clearance. Must successfully complete required background investigation and security training prior to start. Datawiz is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex, race, color, creed, national origin, religion, age, marital status, pregnancy, physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law. Learn more about your EEO rights as an applicant. Datawiz is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. If you have a disability and require assistance with our online application process, please tell us how we can help by contacting us at View email address on click.appcast.io. Note: This accessibility is intended for individuals requiring accommodations and should not be used to check on the status of your application. Inquiries not specific to requesting accommodation will be discarded. Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws. GTSC-Talent Solutions is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment. #J-18808-Ljbffr