Service Desk Lead

About Aleut Federal

Aleut Federal is an Alaskan Native-owned enterprise dedicated to supporting the Unangax people of the Aleutian Islands. We provide top-notch service to various branches of the federal government and prioritize community involvement. Our culture encourages growth, diversity, and inclusion, and our motto, "We are One," reflects our unity and purpose.

Position Summary:

This will be a hybrid role with the selected candidate being located in the Washington, DC metro area.

Are you passionate about delivering critical technology solutions to federal agencies and supporting their mission? Are you self-organizing, motivated, and client-focused? We are seeking a Service Desk Lead with expertise in Tier III and Tier IV technical support, escalation management, and service operations to oversee support for the Website Support Services (WSS) environment at the U.S. Department of State. The role requires deep familiarity with federal service levels, ITIL practices, and complex web application ecosystems.  The ideal candidate will manage advanced incident resolution, maintain SOPs and knowledge base documentation, and lead a high-performing team to resolve technical issues for internal and external users efficiently.  The scope of this program includes software analysis, design, enhancement, and development support for website support services (WSS). This will consist of installing, configuring, and implementing changes and modifications to Department of State’s CA/CST’s internal and external-facing information websites and web applications and other supporting software for break/fix maintenance and enhancement required to support the production environment. 

 Responsibilities:

• Serve as the lead for Tier III and Tier IV support for internal and external facing web applications and websites.
• Oversee technical issue resolution that cannot be resolved by Tier I or Tier II support.
• Lead root cause analysis, escalation procedures, and resolution documentation for complex incidents.
• Track all support activity using an ITSM tool, ensuring quality and completeness of ticket information.
• Ensure compliance with service level agreements:
• Coordinate with Engineering, Development, and Security teams to resolve escalated issues.
• Maintain and regularly update Standard Operating Procedures (SOPs), job aids, troubleshooting scripts, and Knowledge Base Articles (KBAs).
• Provide technical mentorship to Tier I and II personnel and enable a knowledge transfer program.
• Generate ticket analytics, trends, and monthly performance reports for stakeholders.

 Required Experience:

• 8 plus relevant industry experience
• Proven experience in federal IT environments with SLA compliance and incident tracking/reporting.
• Strong understanding of web technologies, system architectures, and support protocols.
• Proficient in IT Service Management tools (e.g., Remedy, ServiceNow).
• Excellent written communication skills for ticket documentation and customer communications.
• Experience working with incident response, change management, and knowledgebase systems.
• Ability to manage multiple priorities and incidents simultaneously with minimal supervision.
• Bachelor’s degree in Information Technology or related field (or equivalent experience).
• Active Secret Clearance or higher.

Desired Experience:

• Familiar with NIST 800-53, FedRAMP, and FISMA requirements for federal systems
• Demonstrated experience with the SDLC process and SAFe Agile principles/methodologies and expertise in modernizing processes to meet the government’s needs.
• Minimum of two (2) years of Consular Affairs experience.
• Technical writing experience.

Salary Range $120 - $130K

 We will accept applications for this position until 04/18/2025 at 11:59p EST.

 Aleut offers the following benefits to eligible employees:

• Health insurance
• Dental/Vision insurance
• Paid Time Off
• Short- and Long-Term Disability
• Life insurance
• 401k and match

 At Aleut, our culture thrives on diversity, inclusion, and collaboration. Integrating diverse perspectives opens up new possibilities, fosters innovation, and fully harnesses our team's potential. We are committed to creating an environment where every employee feels valued, included, and inspired to grow and find purpose. Join us and be part of a culture that celebrates differences and belonging for everyone, without regard to race, color, religion, or belief, national, social, or ethnic origin, genetic information, sex, sexual orientation, gender identity and/or expression pregnancy, reproductive health decision, familial responsibilities, marital status, age, physical, mental, or sensory disability, or military/veteran status. We welcome everyone as they are!

#AAS

Salary : $120,000 - $130,000