Acuity

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L1 & L2 Manager

Job Locations US-DC
Job ID
2026-4151
# of Openings
1
Category
Information Technology

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?

Looking to make a difference, to help keep people safe, or even to save lives through your work with technology? Join Acuity’s team of experts to have an impact on our government’s critical missions. Acuity, Inc. is a consulting firm that supports federal agencies in the areas of IT Modernization, Data Enablement, and Hyperautomation.

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.

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.

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.

Clearance Requirement

  • Active security clearance (Secret or Top Secret).

 

 

Min

USD $125,000.00/Yr.

Max

USD $150,000.00/Yr.

Salary Range

The salary range for this position represents Acuity's good faith estimate of the compensation for this job title at the time of posting. Final compensation will be determined based on factors including, but not limited to, the candidate's qualifications, experience, education, certifications, skills, geographic location, contract requirements, applicable labor categories, and, where applicable, contract award and funding.

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About Acuity

 

At Acuity, your work matters, and so does your experience. We’re a management and technology consulting firm supporting critical federal missions. Here, you’ll solve complex challenges, collaborate with talented teams, and see the impact of your work from day one.

 

Why Acuity

 

Grow Your Career, Your Way
We invest in your growth through personalized development, mentorship, and financial support for continued learning, including up to $3,000 annually for professional training and certifications and up to $3,000 annually for degree-seeking programs.

 

Work on Meaningful, Innovative Solutions
Help solve complex technology and business challenges that support important government missions. You’ll work in an environment that encourages new ideas, collaboration, and continuous improvement.

 

Thrive in a People-Focused Culture
We believe great work starts with great teams. Collaboration, respect, and support are part of how we operate every day. Your perspective is valued, your contributions are recognized, and you’ll have opportunities to grow alongside the people around you.

 

Feel Valued and Rewarded
We offer competitive compensation, comprehensive benefits, and a strong focus on work-life balance, giving you the support you need to succeed professionally and personally.

 

Join an Award-Winning Team
Our employees consistently rank Acuity among the best places to work. We’ve been recognized by the Washington Business Journal as a Best Place to Work for 9+ years and by The Washington Post as a Top Workplace from 2022–2025.

 

Bring Your Perspective
We’re committed to fostering an inclusive workplace where people with different backgrounds, experiences, and perspectives are respected, supported, and empowered to succeed.

 

Make Your Impact

 

Build your career with a company where your expertise is valued, your growth is supported, and your work contributes to meaningful outcomes for our customers and the missions they serve.

 

Learn more: www.myacuity.com

 

Acuity is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity, or gender expression), national origin, age, disability, protected veteran status, genetic information, or any other status protected by applicable law.

 

Recruiting Scams and Fraud

 

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

 

To help protect yourself:

 
  • Acuity will never ask candidates to pay for job applications, equipment, training, or other employment-related expenses.
  • Official recruiting communications will come from an @myacuity.com email address.
  • If you are unsure whether an opportunity is legitimate, verify the position through Acuity’s official Careers page.
 

If you believe you have been targeted by a recruiting scam or have concerns about the authenticity of a job posting or communication claiming to represent Acuity Inc., please contact careers@myacuity.com.

 

Protecting the security and trust of our candidates is important to us.