Position: Help Desk Lead
Location: Washington, DC
Schedule: 4 days onsite, 1 day remote
Job Summary:
A Help Desk Lead job in Washington, DC (20565) is currently available at one of our key federal clients. To be considered for this role, you will have a BS in a relevant field and 5 years of relevant experience.
Additional info:
This position has oversight of a Tier 1 / Tier 2 Help Desk team of approximately 10 technicians and requires strong people / resource management skills while also being able to assess and resolve technical issues / tickets.
Job Duties:
- Provide day-to-day oversight of daily helpdesk activities to ensure incidents, requests, and escalations are assigned in a timely fashion.
- Prioritize tickets and allocate resources to confirm an appropriate resolution for customers.
- Provide guidance regarding daily ticket updates to promote customer communications.
- Ensure the team is meeting all customer expectations using metrics to improve customer service and helpdesk processes.
- Support the User Services Manager in providing direction and assistance to the Helpdesk Team while ensuring they are providing outstanding customer support.
- Work with Project Manager in coordinating and scheduling Helpdesk technician work to accommodate desk side and phone support for the entire organization while meeting special projects timeline.
- Proactively identify opportunities to optimize and enhance Helpdesk services, support, and new technology adoption.
- Serve as subject matter expert and escalation point to personnel in the Helpdesk support team.
- Maintain both the ticketing system (ServiceNow) and knowledge base to ensure accuracy.
- Measure and report on service delivery performance metrics including customer satisfaction follow ups, request, and incident ticket statistics via ServiceNow.
- Manage the life cycle of all issues, primary objective are: to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.
- Escalate higher priority issues to System Administrator, Network Administrator, Network Team, and/or Operations for in-depth analysis.
- Train Helpdesk staff with new internal processes and procedures.
Required Qualifications:
- Must have US Citizenship, be a Permanent resident, or hold a Green Card
- A Bachelor's degree or 10 years' work experience in a related field.
- At least five (5) years of progressive IT experience, to include three (3) at a complex organization.
- ITIL certified and proven track record of applying it to Helpdesk Operations.
- Strong team management skills to keep team agile and focused on evolving priorities
- Strong customer service skills to handle VIP / white glove needs and scenarios
- Experience creating, updating and enforcing SOPs, KB resources, and technical documentation
- Expertise of ServiceNow ticketing system for tracking and resolving both incidents and requests opened by user calls.
- Experience in installing and troubleshooting OA systems in user organizations.
- Ability to manage competing priorities with little direction.
- Knowledge of Microsoft and Apple office automation environments (hardware, software and tools) and evolving trends.
Preferred Qualifications & Skills:
- Ability to stay current with evolving IT technology, e.g., Endpoint management tools (e.g., Ivanti, JAMF, SmartDeploy, etc.), network and wireless connectivity, latest software releases, etc.
- Ability to measure effectiveness of customer service and make adjustments in service to increase user satisfaction.
Job Type: Full-time
Pay: $80,000.00 - $95,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Experience:
- Help desk: 5 years (Required)
- Windows: 1 year (Preferred)
- STRONG project and people management skills: 4 years (Required)
- STRONG customer service: 3 years (Required)
- ServiceNow: 3 years (Required)
Ability to Commute:
- Washington, DC 20565 (Required)
Ability to Relocate:
- Washington, DC 20565: Relocate before starting work (Required)
Work Location: In person