Service Desk Lead
Service Desk Lead
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Wits Solutions Inc. (WITS) is a SBA certified 8(a) company with headquarters in the metropolitan Washington D.C. area. WITS has been providing best-in-class solutions in professional IT and administrative consulting to various Federal State Local and commercial customers. At WITS we believe in working not for our clients but with them. This is why right from the beginning; our analysts and solution-builders work closely with our clients to ensure that the project outcomes continue to deliver value long into the future.
Job Description:
EDUCATION/CERTIFICATIONS MANDATORY
- Education: Bachelors degree in computer science information systems business administration information technology or equivalent work experience
CLEAEANCE
- Security Clearance: TS with SCI Eligibility
Certification:
- Information Technology Information Library (ITIL) v3 or later
WORK EXPERIENCE MANDATORY
- Minimum Qualifications:
9 years experience in helpdesk/desktop support
3 years experience managing technical personnel
2 years experience with Service Now platform and M365 products
ROLES AND RESPONSIBILITIES
- Provide the Service Desk as a single point of contact (SPOC) for all Incidents and management of all Service Requests including logging tracking resolution and reporting in the ITSM System.
- Escalating Incidents and Service Requests to Tier 2 or 3 as necessary while maintaining logging tracking resolution and reporting responsibilities.
- Provide Problem Management services to diagnose and solve Problems in response to one or more Incidents and proactively identify and resolve of Problems and known errors before Incidents occur in the first place.
- Provide problem management including proactive trend analysis of Incidents and reducing the number of Incidents over time as documented in the Standards and Operations Procedures Manuals.
- Provide change management and release and deployment management activities as and when required.
- Provide request fulfilment for Service Requests as per the procedures as documented in the Standards and Operations Procedures Manuals.
- Provide communication with all relevant stakeholders during Incident response informing of progress and advising on workarounds.
- Provide custom service to senior leaders.
WORK EXPERIENCE NICE TO HAVE
- DOD OIG experience and Incumbent candidate
Employment Type
Full-time
