Tier 3 Service Desk Lead (Microsoft 365/Azure)

Location: Washington, DC, USA

Company

hirify.global delivers digital services, advanced analytics, artificial intelligence and machine learning, cybersecurity, and other technology services to U.S. government agencies through federal contracts.

What you will do

• Provide advanced technical services for complex and escalated IT issues across Tier 1–3 and VIP support.
• Manage complex incident and problem resolution and maintain technical quality across the enterprise service desk.
• Perform advanced account and identity management, deep-dive diagnostics, root-cause analysis, and long-term infrastructure problem resolution.
• Configure, troubleshoot, and optimize ServiceNow ITSM modules, including Incident, Problem, Change, Knowledge, and Request Fulfillment.
• Coordinate with engineering, cybersecurity, and infrastructure teams on high-impact incidents.
• Develop technical procedures, knowledge articles, and troubleshooting guides for continuous service desk improvement.

Requirements

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
• At least 5 years of enterprise desktop engineering or endpoint management experience.
• Extensive Microsoft 365 and Azure administration experience, including tenant management, identity and access configuration, security controls, Exchange Online, Teams, SharePoint Online, and Azure AD/Entra ID.
• Advanced Active Directory administration, including Group Policy, OU design, account lifecycle operations, authentication troubleshooting, and cloud identity integration.
• Senior or lead ServiceNow technician experience, including configuration, troubleshooting, and optimization of ITSM modules.
• Practical PowerShell scripting experience for administrative automation, bulk operations, and system integrations.
• Experience resolving complex multi-tier technical issues and serving as an escalation point for lower-tier support teams.
• Experience coordinating with engineering, cybersecurity, and infrastructure teams, plus strong enterprise IT operations, monitoring, diagnostics, ITIL-aligned processes, and technical documentation experience.
• Top Secret security clearance required.

Nice to have

• ITIL Foundation, CompTIA Security+, CompTIA A+/Network+, or Microsoft role-based certifications.
• Experience supporting federal contracts.
• Strong technical analysis, troubleshooting, written and verbal communication, and ability to explain technical risks to executive and government stakeholders.
• Ability to work collaboratively and contribute to a team environment.

Culture & Benefits

• Full benefits package including medical, dental, vision, life, short-term disability, and long-term disability insurance.
• 11 federal holidays and paid time off.
• 401(k) with company matching.
• Flexible Spending Accounts for commuter, medical, and dependent care expenses.
• Tuition assistance and charitable contribution matching.
• Eligible employees may receive performance-based incentives.