Tier 2 Helpdesk Lead (DoD Secret Clearance)

COMPANY OVERVIEW Founded in 2007 in Huntsville, AL, MartinFed provides the U.S. government with customer-focused, performance-based solutions using technology and an empowered workforce as an engine to drive its customers' missions. Our goal is to attract the best and brightest within their field. We invest in our people because they are our greatest asset. They cultivate our purpose, embody and reflect our core values, and define our culture. MartinFed's core values that set us apart are the following: - Be Driven - We are fueled by the hunger to learn more and do more. - Be Curious - We engage in continuous improvement - never accepting the status quo. - Be Humble - We seek honest feedback to strengthen our relationships. - Pursue Excellence - We strive to achieve extraordinary results and do not settle for mediocrity. Strive for excellence and consider joining our growing team today! JOB OVERVIEW MartinFed is seeking an experienced Tier 2 Helpdesk Lead / Senior Helpdesk Subject Matter Expert (SME) to support a federal customer and provide advanced technical support for the systems. This position will lead the day-to-day operation of the Helpdesk and serve as the primary escalation point for issues that cannot be resolved by Tier 1 support teams. Please Note: This position is contingent upon award ESSENTIAL FUNCTIONS: - Lead the daily operations of the Tier 2 Helpdesk and serve as the primary technical escalation point for issues unresolved by Tier 1 support. - Troubleshoot, investigate, and coordinate the resolution of complex user and system issues. - Review incoming escalated tickets and ensure they are properly categorized, prioritized, assigned, and tracked through resolution. - Monitor ticket queues to ensure users receive timely responses and resolutions in accordance with established SLAs and Government support requirements. - Ensure troubleshooting steps, root causes, resolutions, and relevant technical information are accurately documented within the ticketing system. - Review closed tickets for completeness and quality of resolution documentation. - Coordinate with Tier 1 support teams, system administrators, developers, engineers, and other technical SMEs when issues require additional escalation. - Identify recurring, widespread, or emerging technical issues and promptly communicate trends to the Project Lead and Government Program/Project Managers. - Assist with root cause analysis and recommend process, system, or documentation improvements to reduce recurring support issues. - Track helpdesk performance and provide information for status reports, metrics, trend analysis, and project reviews. - Maintain effective communication with end users throughout the troubleshooting and resolution process. - Provide technical guidance and mentorship to other helpdesk and support personnel. - Assist the project team with developing and maintaining Job Aids, Frequently Asked Questions (FAQs), knowledge base articles, troubleshooting guides, and other user training materials. - Incorporate lessons learned from helpdesk tickets into training and support documentation. - Support continuous improvement initiatives designed to increase first-contact resolution, reduce ticket backlog, and improve the overall user experience. QUALIFICATIONS: United States Citizen with a DoD Secret clearance. Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field; equivalent relevant experience may be considered. 5+ years of IT helpdesk, service desk, desktop support, application support, or technical support experience. Demonstrated experience providing Tier 2 or Tier 3 technical support in an enterprise environment. Experience leading or coordinating helpdesk/service desk operations, including ticket assignment, escalation, and resolution. Experience working with enterprise IT Service Managem nt (ITSM) or ticketing systems. Strong understanding of incident management, escalation procedures, ticket lifecycle management, and SLA requirements. Demonstrated ability to troubleshoot complex application, account, access, configuration, and end-user issues.