> Markdown version of [/jobs/ext/2243244-tier2-3-service-desk-lead-active-secret](https://www.wearedevelopers.com/jobs/ext/2243244-tier2-3-service-desk-lead-active-secret). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier2/3 Service Desk Lead / Active Secret - **Company:** Peraton Inc - **Location:** Kansas City, MO, United States - **Experience:** Expert - **Salary:** $86,000.0 - $138,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Agile Methodology, Amazon Web Services, Microsoft Azure, Cloud Computing, Linux, Internet Hosting Service, Oracle (Applications), SQL Databases, Virtualization Technology, HybridCloud - **Published:** August 26, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9117553/tier23-service-desk-lead-active-secret ## About the Role * Bachelors degree and minimum of 10 years of relevant experience. An additional 4 years will be considered in lieu of the bachelors degree requirement. * Documented success leading Tier 2/3 Service Desk operations or Hosting Environment Support operations. * Demonstrated Service Desk Management experience. * Incident/Outage management and processes to support an Enterprise-Level response capability. * Experience operating in an ITSM Management tool such as Remedy (preferred) to track and manage all work. * Experience supporting call-center operations to include customer service, first-call resolution. * Experience clearly and concisely reporting incidents, outages, and problems to senior leadership in written and verbal forms. * Leadership and management skills in mentoring, training, developing technicians and peer-leaders. * System Administration experience including Active Directory, virtualized environments, networking, storage/backup, Windows/Linux, Oracle/SQL to include supporting system administrator-troubleshooting and developing/coaching triage capabilities. * Ability to develop, plan, execute, track, and manage projects to integrate, add, or enhance capabilities across a broad team. * Excellent asynchronous communications skills and ability to use multiple communications and management tools. * Experience in conflict management/resolution and negotiation to achieve operational success. * IAT II certification (Security + or other qualifying certification under DoD 8140/CSWF Role System Administrator-Intermediate) * ITIL Foundations Certification * U.S. citizenship is required. * Active US DoD Secret security clearance. Preferred: * Cloud Certification (Azure or AWS), ITIL Advanced Certification, Project Management Certification * Prior leadership or management experience. ## Description We are seeking a Technical Assistance Center/Tier 2-3 Service Desk Lead to lead operations, management, planning and projects for the Hybrid Cloud Services Hosting environment., * As a TAC/Service Desk Lead you will be responsible for planning, supporting, and ensuring successful operations of the EHM Tier 2/3 Service Desk supporting application hosting system administrators and operations of the Enterprise Hosting Management (EHM) branch. * You will also work with Division and Branch infrastructure and teams: virtualization; backup/storage; platforms management; networking; and management, monitoring and automation tools. * You will support Service Desk operations, scheduling, project management, as well as ensuring successful training and operations of the TAC 24x7x365 staff including customer interaction and support. You will: * Provide leadership and operational direction to the 24x7x365 TAC Shifts across two geographic areas. * Oversee the triage and processing of all incidents, service requests, outages, and events supporting multiple operations teams and queues. * Coordinate Incident/Outage response with the Incident Management Coordinator including execution of triage, resolution, after action, problem initiation/resolution, and implementation of lessons learned and improvements. * Create, develop, distribute reports on team effectiveness and efficiency. * Develop, review, assess, mature, update, and publish Processes, SOPs, Work Instructions, Artifacts, Templates and workflows to deliver services across the spectrum of operations. * Maintain TAC knowledge base. * Support the EHM Director in executing missions for operations of the Enterprise Hosting Management branch. * Schedule all TAC shifts including deconflicting leaves, vacancies, etc. * Ensure all TAC staff are trained on current and new role/position/skills with the support and coordination of the Trainer and Training Developer. * Provide project management scheduling, execution, reporting, and status for TAC-specific projects. * Participate in Agile project activities for new services/capabilities TAC will support. * Support ITSM process leads and operations leadership in executing TAC responsibilities. * Coordinate and plan with Operations leadership to ensure TAC readiness for implementation of new technologies, processes, or capabilities. * Support the People Manager, by providing performance management input and counseling or corrective actions at the lowest possible level. * Require routine work nights/weekends to ensure oversight and operational capabilities for 24x7x365 shifts. * Require periodic travel to geographically separated TAC sites. ## Related Videos - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1520-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)