L1 & L2 Manager

Overview

Acuity is an award-winning consulting firm that provides proven management and technological services to the Federal government. Recognized as one of the Best Places to Work, by the Washington Business Journal for over five years in a row, we are hiring an L1 and L2 Manager to further assist and join in our growth. 

Why Acuity?

Responsibilities

• Manage the daily operations of Tier 1 (Help Desk) and Tier 2 (Desktop/System Support) technical teams.
• Oversee incident, request, and problem management processes using platforms like ServiceNow.
• Ensure the technical implementation of service level agreements (SLAs) and mission-critical uptime requirements.
• Mentor and train junior and mid-level technicians on troubleshooting procedures and customer service excellence.
• Maintain the technical documentation for end-user support processes and system configurations.
• Collaborate with security teams to ensure support activities comply with NIST 800-53 and agency security policies.
• Drive service improvements through data analysis of ticket trends and technical performance metrics.

Qualifications

• Bachelor’s degree in Information Technology, Management, or a related field.
• 8+ years of experience in IT support or systems administration.
• 3+ years of experience in a leadership or supervisory role within a federal IT environment.
• Deep expertise in ITIL framework and service desk operations.

Preferred Certifications

• Federal & Security: CompTIA Security+ (required for DoD 8570 compliance).
• Domain-Specific: ITIL v4 Foundation or Managing Professional.
• Architecture/Management: Microsoft 365 Certified: Modern Desktop Administrator Associate or HDI Support Center Manager.

Technical Skills

• ITSM Tools: ServiceNow, Remedy, or Jira Service Management.
• Technical Support: Windows 10/11, Office 365, Active Directory, Remote Desktop.
• Hardware: Laptops, Mobile Devices, VOIP Systems.
• Reporting: Power BI or Tableau for service desk metrics.

Regulatory & Domain Expertise

• Demonstrated expertise in applying NIST 800-53 controls for access management and user support.
• Technical implementation of federal records management and privacy protocols.
• Experience with the Department of Defense (DoD) or large civilian agency support structures.

Clearance Requirement

• Active security clearance (Secret or Top Secret) or eligibility to obtain one.

About Acuity

At Acuity, your work matters—and so does your experience. We’re a management and technology consulting firm supporting critical federal missions, where you’ll have the opportunity to solve meaningful challenges, work alongside high-performing teams, and make a real impact from day one.

Why You’ll Love Working Here:

Grow Your Career, Your WayWe invest in you with personalized development plans, mentorship, and up to $3,000 annually for training and certifications and up to $3,000 for degree seeking programs—so you can keep building the career you want.

Be Part of Something InnovativeYou’ll work on cutting-edge solutions that support important government missions, in an environment that encourages new ideas and continuous improvement.

Thrive in a People-First CultureCollaboration, respect, and support aren’t just values—they’re how we operate. Your voice is heard, your contributions are recognized, and your success is shared.

Feel Valued and RewardedWe offer competitive compensation, comprehensive benefits, and a strong focus on work-life balance so you can perform at your best—at work and at home.

Join an Award-Winning TeamOur employees consistently rank us among the best—earning honors like Best Places to Work (Washington Business Journal, 9+ years) and Top Workplaces (The Washington Post, 2022–2025).

Bring Your Whole Self to WorkWe’re committed to building a diverse, inclusive environment where everyone feels respected, supported, and empowered to succeed.

Make Your Impact

Join Acuity and be part of a team where your ideas are valued, your growth is supported, and your work drives meaningful outcomes.

Learn more: www.myacuity.com

Acuity is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Recruiting Scams and Fraud

Acuity Inc. has been made aware of fraudulent job postings and individuals impersonating company recruiters. These scams may include fake job offers, requests for sensitive personal information, or demands for payment.

Please note:

• Acuity never asks candidates to pay for job applications, equipment, or training.
• All official communications will come from an @myacuity.com email address.
• If you are unsure about a job posting or recruiter, please verify the opportunity on our Careers page.

If you believe you have been targeted by a scam or have concerns about the authenticity of a job listing claiming to represent Acuity Inc., please contact us at careers@myacuity.com. Protecting your security and trust is important to us.