We are looking for a Helpdesk leader with an active Top Secret clearance to play a multifaceted role and be responsible for all desk side support, providing all necessary personnel to fully and completely administer the hardware and software supplied to end users, ensure cohesiveness between all Tiers, and manage the day-to-day operations of services, including incident, service requests, and end-user support.
Job Title: Help Desk Team Lead
Location: Rosslyn, VA
Job Type: Permanent
Responsibilities:
Provide supervision of all desk side personnel assigned to this contract
Ensure Call Center personnel adhere to all Tier 2 SOPs
Ensure satisfactory performance of contract task areas
Optimize shifts to meet fluctuations in call volumes
Ensure staff are trained for all ticket types
Ensure that projects adhere to Quality Management System, including tools and industry best practices, and that adequate status reporting, reviews, and other control tools are employed to keep projects on track and customers fully informed of status
Strategically work together with cross-functional teams to provide innovative, customer-focused experience
Requirements
Clearance – Active Top Secret with the ability to be cleared up to TS/SCI
IT Support Leadership – must have team lead experience with skills and ability to provide program support as a Service Desk Supervisor, manage Service Desk Queues (including application), supervise Service Desk Technicians Tier 1 and 2, take responsibility over the daily operation of the Service Desk team, coordinate and manage service desk schedule (including part-timers), and provide weekly and monthly reports
Ticketing System – ServiceNow, AccessDS
Soft Skills - works well with a team, always exhibits excellent customer service skills, self-motivated, seeking ways to improve the environment
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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