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Added 1 min ago
Project Manager - Oil, Gas & Chemical (Kansas City)
Burns & McDonnell
Kansas City, MO
Burns & McDonnell is seeking to hire a Project Manager for our Oil, Gas & Chemical global practice in Kansas City. The Project Manager is responsible for managing and overseeing all aspects…
Added 1 min ago
AT
Manager Engineering
Akamai Technologies, Inc.
Jefferson City, MO
- $151,800 to $273,200 USD / year
As a Manager Engineering, you will be responsible for:
Added 1 min ago
Project Manager, Drinking Water and Sanitary Sewer Modeling
Stantec
Minneapolis, MN
Leading technical work and preparation of project deliverables in accordance with Stantec’s national modeling practice protocols. Typical work products include developing, updating, and…
Added 6 mins ago
Manager, Robotics Software
ICON
Austin, TX
ICON is looking for a Manager to lead and grow the Robotics Software team. You will lead a team of robotics engineers, and your first job is their growth, retention, and effectiveness. You…
Added 7 mins ago
Long Range Building Program Coordinator (02004)
Department of Administration
Helena, MT
The Architecture & Engineering (A&E) Division is seeking a highly organized, technically capable professional to serve as a Long-Range Building Program Coordinator.
Added 7 mins ago
District Survey Manager
Department of Transportation
Great Falls, MT
The Montana Department of Transportation (MDT) is recruiting for a District Survey Manager in Great Falls. The District Survey Manager is a senior professional land surveyor (PLS) for the…
Added 8 mins ago
VO
Quality Assurance Specialist - Manufacturing (Rockville, MD)
Vicar Operating, Inc. dba VCA
United States
- $63,000 to $79,000 USD / year
Bachelor's degree in Life sciences discipline (Biology, Chemistry, Biochemistry), Medical Technology, Biomedical Engineering, or an applicable technical field.
Added 12 mins ago
Technical Lead - Simulation Assisted Engineering
GE Vernova Hitachi Nuclear Energy Americas LLC
United States
Bachelor of Science in Engineering, Electrical, Mechanical, Nuclear, Systems, Software, Computer Science or Physics, Chemistry, Mathematics, or equivalent 4-year technical degree.
Added 12 mins ago
A
Senior Hardware Engineer
Actalent
Pewaukee, WI
- $45 to $85 USD / hour
…system integration support and customer escalations. As the engineering organization evolves, the role may be broad and may sit in different teams. You will own electrical architecture,…
Added 12 mins ago
A
Senior Electrical Engineer
Actalent
Waukesha, WI
- $45 to $85 USD / hour
…system integration support and customer escalations. As the engineering organization evolves, the role may be broad and may sit in different teams. You will own electrical architecture,…
Added 14 mins ago
Project Manager
360 Fire & Flood
Trafford, PA
Bachelor’s degree in Construction, Mechanical Engineering, Electrical Engineering, or related technical field (or equivalent industry experience).
Added 14 mins ago
Sr Core Developer
STC
SILVER SPRING, MD
The Senior Core Developer is a high-level technical implementer responsible for the foundational engineering of the Consolidated Cumulus ecosystem. This role focuses on building scalable…
Added 14 mins ago
Mid Level Core Developer
STC
SILVER SPRING, MD
The Mid-Level Core Developer is a technical implementer responsible for engineering and maintaining the foundational software of the Consolidated Cumulus ecosystem. This role focuses on…
Added 14 mins ago
Core Systems Operator/Developer
STC
SILVER SPRING, MD
The Senior Core System Operator/Developer is a senior technical implementer responsible for the foundational monitoring, operations, and infrastructure development of the Consolidated…
Added 14 mins ago
Sr UX Developer
STC
SILVER SPRING, MD
The Senior UX Developer is a high-level technical implementer responsible for the foundational engineering of the Consolidated Cumulus Dashboard ecosystem. This role focuses on building…
Added 14 mins ago
Director of Engineering
Pyramid Global Hospitality
Riverside, CA
The Director of Engineering is responsible for the overall management, operation, maintenance, repair, and safety of all physical assets and building systems at The Mission Inn Hotel & Spa.…
Added 14 mins ago
Senior Mainframe Systems Programmer
ewminds consulting Services
Clifton, NJ
10. Technical leadership, project/program management, and stakeholder communication
Added 15 mins ago
CNC Programmer / Machinist
Default Brand
St. Paul, MN
The CNC Programmer / Machinist provides timely support to Machine Shop employees providing programed parts using CAM software. They work collaboratively with Machinist, Engineering, Routing…
Added 17 mins ago
Staff Engineer - MarTech
AEO
Pittsburgh, PA
Vision & Mentorship: Define the technical strategic vision, align software delivery with eCommerce goals, and elevate the engineering team through direct mentorship, technical coaching, and…
Added 19 mins ago
Senior Manager, Project Controls, Mechanical Estimator, Project & Development Services
Cushman & Wakefield
Creve Coeur, MO
Provides portfolio-level or major-program oversight of project controls services. Balances technical leadership with increased responsibility for people leadership, client advisory support,…
Added 20 mins ago
Sr. Product Manager
Safe-Guard Products International LLC
Atlanta, GA
We are building a product management function to manage this software as a portfolio with clear ownership, roadmaps, and measurable outcomes. As a Sr. Product Manager, you will own a set of…
Added 22 mins ago
Software Engineer II
MED Medtronic Inc
Mounds View, MN
The Software Engineer II will develop, maintain, and enhance the ECGenie platform to support Clinical and HeartMetrics initiatives, including external studies, contracts, and new revenue…
Added 22 mins ago
Sr Manager, Repair Ops Support
Remote, United States
Successful candidate should be very comfortable in a technical environment utilizing Microsoft based computer software
Added 23 mins ago
Frame Design Team Lead - Powersports
American Honda Motor Co., Inc.
Raymond, OH
Provide technical leadership and management for a Powersports design function by guiding engineering output, supervising team execution, and ensuring delivery of high-quality…
Added 26 mins ago
Horticulture Technician
North Carolina Agricultural and Technical State University
NC
The Research Technician – Horticulture provides technical, hands-on support for top-ranked integrated field research and educational programs involving the North Carolina A&T State…

T-Rex Solutions

IT Service Desk Lead

Washington, DC, United States

$90,000 to $120,000 USD / year

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Job details

Pay: $90,000 to $120,000 USD / year
Posting language: English
Posted: Nov 4, 2026

Original job description

T-Rex Solutions is looking to select an IT Service Desk Lead to support our Department of Commerce (DOC) Office of Solution and Service Delivery (OSSD) customer. Within the DOC, the OSSD provides IT support for the Department of Commerce’s Office of the Chief Information Officer (OCIO), Office of the Secretary (OS), and other bureau partners. Under this program, we will provide comprehensive IT service desk support, ensuring continuous and efficient resolution of technical issues. It includes help desk operations, incident management, service request fulfillment, and escalation handling from Tier 0 through Tier 3 support. Service hours of support are Monday through Friday 7:00am-6:00pm (desk-side support) and (walk-up help desk) or as needed such special events or emergency requirements. Work is performed on-site at the Herbert Hoover building in Washington, DC.

Responsibilities:

Oversee the day-to-day activities of the Tier 2 service-desk operations to ensure end users receive the IT support required.
Investigate and resolve escalated incidents from Tier 1 using advanced diagnostic tools, system logs, and root cause analysis. Apply specialized technical knowledge to resolve hardware, software, and system configuration issues in accordance with established SOPs.
Process and complete service requests requiring elevated privileges or deeper technical intervention, such as complex account configurations, system patching, software deployment, or device management tasks.
Support problem management activities by identifying root causes and contributing to permanent fixed for recurring incidents.
Provide onsite service desk support to troubleshoot, repair and resolve issues for laptops, desktops, tablets, mobile devices, and peripherals (e.g. printers, scanners, plotters, monitors, etc.) for customers. This desk is an area that customers visit to receive same day support.
Provide desk-side support to troubleshoot, repair, and resolve issues for a wide range of installed computer systems such as laptops, desktops, tablets, mobile devices, and peripherals (e.g. printers, scanners, plotters, monitors, etc.) for customers. In cases when a field technician is dispatched to resolve an incident, ensure that the technician is fully prepared to diagnose and resolve the incident on the first visit.
Provide technical support for remote customers via telephone, online chat, email, or using secure remote access product.
Escalate unresolved or complex incidents to Tier 3 or vendor support as necessary, ensuring all troubleshooting actions and findings are documented within the ITSM system. Maintain communication with Tier 1 and end users to provide status updates until resolution.
Support enterprise systems, applications, and infrastructure components as assigned. Conduct configuration reviews, system performance checks, and corrective actions to maintain service stability and reliability.
Document resolutions, workarounds, and lessons learned to update knowledge base articles and improve Tier 1 troubleshooting capabilities. Provide technical feedback to improve SOPs, workflows, and service efficiency.
Prior to closing any incident, validate with the impacted end user that the service has been fully resolved.
Collaborate with IT support teams to identify, analyze, and resolve issues and trends impacting the end-user environment, including proactively addressing recurring incidents and underlying problems to improve service stability and user experience.
Develop, update, and maintain end-user outreach and communication methods and materials to ensure users are informed of outages and upcoming changes to the IT environment.
Support approved change implementations and validate post-change functionality for Tier 2 supported systems.
Provide written input to Tier 1 or other end users including SOP's, "how-to" and troubleshooting guides, and training materials/procedures.
Coordinate with Tier 0, Tier 1, and Tier 3 support teams to ensure consistent service delivery and knowledge sharing.
Participate in feedback sessions, quality reviews, and training to improve Tier 2 performance and expand technical proficiency.
Track and report on Tier 2 performance metrics, using these metrics to identify trends, recurring issues, and opportunities for process improvement.

Requirements:

Relevant experience managing/leading Tier 1/2/3 Service Desk operations, preferably in a federal government environment
Active Top Secret clearance required
Experience managing an incident management system in a performance-based environment complying with ITIL V4 standards.
Expert level experience re-engineering or setting up service desks according to industry best practices.

Desired Skills:

Service Desk Institute (HDI) certified as a HDI Support Manager

T-Rex Overview

Established in 1999, T-Rex Solutions, LLC is a proven mid-tier business providing data-centric mission services to the Federal government as it increasingly tries to secure and leverage the power of data. We design, integrate, secure, and deploy advanced technical solutions for our customers so they can efficiently fulfill their critical objectives. T-Rex offers both IT and professional services to numerous Federal agencies and is a leader in providing high quality and innovative solutions in the areas of Cloud and Infrastructure Services, Cyber Security, and Big Data Engineering.

T-Rex is constantly seeking qualified people to join our growing team. We have built a broad client base through our devotion to delivering quality products and customer service, and to do that we need quality individuals. But more than that, we at T-Rex are committed to creating a culture that supports the development of every employee's personal and professional lives. T-Rex has made a commitment to maintain the status of an industry leader in compensation packages and benefits which includes competitive salaries, performance bonuses, training and educational reimbursement, Transamerica 401(k) and Cigna healthcare benefits.

T-Rex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.

In compliance with pay transparency guidelines, the annual base salary range for this position is $90,000 - $120,000. Please note that the salary information is a general guideline only. T-Rex considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer.

T-Rex offers a diverse and collaborative work environment, exciting opportunities for professional growth, and generous benefits, including: PTO available to use immediately upon joining (prorated based on start date), paid parental leave, individual and family health, vision, and dental benefits, annual budget for training, professional development and tuition reimbursement, and a 401(k) plan with company match fully vested after 60 days of employment among other benefits.

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More about this job

Skills

Technical support
Root cause analysis
Troubleshoot
Troubleshooting
IT service management
Communication skills
Process improvement
ITIL
Support managers
Cybersecurity
Data engineering
Customer service
Regulatory compliance

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