Help Desk Lead

Washington - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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)