Service Desk Tier 1 Lead

Job Description

Job Description

Datawiz, a GTSC company, seeks a highly experienced and motivated Service Desk Tier 1 Lead

~~~ Position contingent upon contract award ~~~

Multiple positions available.

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.

Job Description

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.
• Supervise troubleshooting for:
  • 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

• ITIL Foundation certification.
• M365 certification.
• Experience supporting large distributed enterprise environments.
• Experience supporting transition or surge operations.

Background Investigation Requirements

• 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.

Benefits:

• Medical
• Dental
• Vision
• Flexible Spending Account
• Health Savings Account
• Life and AD&D
• Short-Term Disability
• Long-Term Disability
• 401(k)
• Tuition Assistance
• Paid Time Off

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 ziprecruiter.com . 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.

Datawiz participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

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.

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.