Help Desk Lead

Washington - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Leading with our people Digital Consultants mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality opportunity and creativity we remain dedicated to being honest trustworthy respectful and ethical in everything we do. We are a certified SBA 8(a) small disadvantaged business that supports multiple IT customers within the Federal civilian and private sectors. Digital Consultants also offers our employees growth opportunities competitive wages and a full benefits package. Our founding principles Fairness and Common Sense make working here more than a job; its the Digital family.

Digital Consultants is seeking a Help Desk Lead to support a government customer. The Help Desk Lead is 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.

Duties to include:

The Help Desk Lead shall 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 3200 users in a high-profile environment.
The Help Desk Lead is required to be onsite at the Fairchild Building in downtown Washington DC five (5) days per week.

Requirements

Clearance Required (if any):

Contractor/Vendor employees performing work may be required to undergo a criminal history check and fingerprinting prior to initiating work. Contractor/Vendor employees working on-site may also be required to sign a Confidentiality Agreement/ Acknowledgement of Status Agreement.

Education:

Possess a Bachelors degree in Computer Science Engineering Information Systems Business or other relevant discipline or related field.

Certifications:

Possess Information Technology Infrastructure Library V4 (ITIL 4) certification at time of proposal submission.
Possess an industry specific certification such as CompTIA A certification Microsoft Certified Solutions Expert (MCSE) Help Desk Institute (HDI) certification or equivalent.

Experience

Have a minimum of 5-8 years overall experience with increasing responsibilities in information systems management.
Possess 3-5 years supervisory experience.
Have expert working knowledge of ServiceNow.
Have 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.
Possess excellent written and verbal communication skills including experience in presenting material to senior Government officials.
Have proven experience with manpower utilization training problem resolution and employee relations (including teaming partners or sub-Contractors).

Digital Consultants an inclusive and welcoming company is fully committed to hiring and retaining a diverse workforce without regard to race color religion sex (including pregnancy gender identity and sexual orientation) genetic information national origin age (40 or older) disability Veterans status or any other protected characteristic.

We provide reasonable accommodations to individuals who need assistance during any part of the employment process. If you need assistance navigating Digital Consultants job openings or applying for a position please send an email to or call . Please provide your contact information and let us know how we can assist you.

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