ServiceDesk Technician – Tier 3

Our client, a professional services and consulting partner, is looking to hire a Service Desk Technician – Tier 3 for a 6-month contract position. The consultant will work remotely and will act as a senior technical escalation point, bridging the Service Desk, Infrastructure, and Engineering teams. The consultant will lead the resolution of complex issues, design and implement technical solutions, and mentor Tier 1 and Tier 2 staff to build overall team capability.

This role requires expert-level troubleshooting skills, strong communication, and disciplined follow-through. The consultant will also contribute to strategic initiatives such as automation, standardization, and service improvement, ensuring the delivery remains consistent.

Responsibilities

• Serve as the top-tier escalation point for advanced incidents and problems impacting client environments.
• Lead technical analysis, diagnosis, and resolution for complex infrastructure, network, and cloud issues.
• Act as liaison between Service Desk and Engineering teams to ensure smooth knowledge transfer, process consistency, and communication alignment.
• Analyze client IT systems, identify inefficiencies, and recommend optimized solutions and improvements.
• Plan, coordinate, and execute infrastructure projects, rollouts, and upgrades with precision and accountability.
• Implement and manage automation using PowerShell, Azure CLI, or similar tools to streamline deployment and monitoring.
• Oversee daily monitoring of NOC alerts and ensure timely remediation of critical events.
• Submit and manage change requests; adhere to ITIL best practices for change and incident management.
• Develop, document, and maintain Standard Operating Procedures (SOPs), architecture designs, and technical knowledge base articles.
• Mentor Tier 1 and Tier 2 technicians — providing training, guidance, and technical oversight to strengthen service delivery.
• Coordinate allocation of team resources to meet project, deployment, and support objectives.
• Participate in strategic reviews of client environments to enhance performance, scalability, and reliability.
  
  

Required Skills

• Bachelor’s degree in Computer Science, Information Systems, or related discipline (or equivalent experience).
• 5–7 years of experience managing technology infrastructure and IT operations within an MSP or enterprise environment.
• Expertise in Windows Server, Azure architecture, networking, virtualization, and Active Directory.
• Strong experience with Azure Resource Manager (ARM), Azure Virtual Network, and Azure Active Directory.
• Proven experience with scripting and automation tools (PowerShell, Azure CLI, or equivalent).
• In-depth knowledge of ITSM platforms (ConnectWise, HaloPSA, ManageEngine, etc.).
• Strong project management, documentation, and communication skills.
• Ability to lead cross-functional efforts, manage escalations, and meet tight deadlines with urgency and precision.
• Willingness to participate in after-hours, weekend, or on-call rotations as needed.
• Ability to travel to client sites.
  
  

Desired Skills

• Microsoft Azure Administrator or Solutions Architect certification.
• Experience with other cloud platforms (AWS, Google Cloud).
• Working knowledge of enterprise architecture frameworks (TOGAF, Zachman).
• ITIL certification or equivalent process knowledge.
• Prior consulting or client-facing experience in a managed service environment.
  
  

ClearBridge Technology Group is an Equal Opportunity Employer.

We Offer Excellent Benefits And Compensation Packages.

The expected hourly rate range for this role is: $52 per hour

The posted range is an estimate, the actual compensation offer will be based on the candidate’s experience, skills, qualifications and will be in line with internal equity.