Help Desk Lead

Job Description

Job Description

Description:

We are seeking a Help Desk Lead to support a law enforcement customer in Washington, DC. This position is contingent on contract award, and in this role you will:

• Be responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III, (e.g., Tier I (phone and e-mail), Tier II (on-site, floor), Tier III (advanced hardware and software break/fix)), and Asset Management.
• Lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services. The Service Desk Manager shall provide support to a customer base of over 3,200 users in a high-profile environment.
• Be required to be onsite in downtown Washington, DC five (5) days per week.

• Possess an active Information Technology Infrastructure Library V4 (ITIL 4) certification.
• Minimum of 5 years’ overall experience with increasing responsibilities in information systems management.
• 3-5 years supervisory experience
• Bachelor’s degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field
• Industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent
• Candidates must be willing and able to pass a customer background check, equivalent to Public Trust level
• Expert working knowledge of ServiceNow
• Experience in a quality assurance environment that includes, at a minimum, knowledge of: customer satisfaction tracking; user complaint and monitoring programs; and quality control programs
• Excellent written and verbal communication skills, including experience in presenting material to senior Government officials
• Proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors)