Tier 3 Service Desk Lead

Blu Omega is seeking a Tier 3 Service Desk Lead to provide advanced technical support in a federal government environment supporting the Department of Commerce. This onsite role is based in Washington, DC, and focuses on complex incident resolution and senior-level administration across Microsoft 365/Azure, identity and access management, and ServiceNow ITSM processes.

Role Focus

In this position, you will handle escalated enterprise incidents across systems, applications, networks, and infrastructure. You will also serve as a senior ServiceNow support resource, manage core Microsoft 365 and Azure administration, and perform identity and access management tasks involving authentication, provisioning, and access controls.

Responsibilities

• Provide Tier 3 technical support for complex and escalated incidents across 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.
• Act as a senior ServiceNow resource for advanced ticket resolution, workflow configuration, and ITSM processes.
• Develop and execute PowerShell scripts to automate administrative tasks and streamline operations to resolve complex issues.
• Perform advanced identity and access management activities, 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 tasks, 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 support long-term solutions.
• Create 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 delivering Tier 3 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.

Technologies

• Microsoft 365, Azure, Exchange Online, Teams, SharePoint Online, OneDrive
• Microsoft Entra ID, Active Directory, Group Policy
• ServiceNow, PowerShell
• MFA, PIV, eDiscovery, FOIA, ITIL

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.

Benefits

• 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

Role Details

• Location: Washington, DC (onsite)
• Salary: USD 100,000 - 170,000 per yearly
• Clearance / Suitability: Top Secret

Program Overview

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

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, the company supports mission-critical programs across civilian and defense sectors, including health, national security, and regulatory environments. Blu Omega partners with government agencies and large integrators to provide expertise in cybersecurity operations, cloud and infrastructure modernization, data and analytics, and enterprise IT support.