Help Desk Lead
Help Desk Lead
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Contractor shall identify a full-time Help Desk Lead who 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.
- 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.
The Help Desk Lead shall:
- Possess Information Technology Infrastructure Library V4 (ITIL 4) certification at time of proposal submission.
- Have a minimum of 5-8 years overall experience with increasing responsibilities in information systems management.
- Possess 3-5 yearssupervisory experience
- Possess a Bachelors degree in Computer Science Engineering Information Systems Business or other relevant discipline or related field
- Possess an industry specific certification such as CompTIA A certification Microsoft Certified Solutions Expert (MCSE) Help Desk Institute (HDI) certification or equivalent
- 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)
Employment Type
Full-time
