Help Desk Lead (with CIAC certification)

Washington, AR - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

You are the voice of support and the driver of user productivity. By leading our help desk operations you ensure that every technical challenge faced by our federal client is met with a swift effective and empathetic resolution.

What You Will Achieve

Lead & Mentor: You will guide a team of support professionals fostering a culture of service excellence and continuous improvement.
Elevate Service Standards: You will implement and enforce industry-standard best practices for Help Desk support to ensure consistent high-quality user experiences.
Drive Resolution: You will oversee the escalation and resolution of complex technical issues ensuring users are back online quickly.

Must-Have Skills (Required)

U.S. Citizenship
Bachelors Degree from an accredited college or university
Experience leading a team in Help Desk support and customer service.
ICMI Contact Center Certification (or equivalent).
Deep understanding of IT support best practices and service delivery standards.

Nice-to-Have Skills (Preferred)

Experience with ticketing system management and reporting.
Strong conflict resolution and communication skills.

Our Culture: What Makes Ascella Employees Great

At Ascella we celebrate innovative thinkers who are empowered to share their ideas and tackle real business challenges. Your creativity will not only be welcomed but also essential in shaping our processes and solutions.
We are passionate about lifelong learning fostering a culture that prioritizes professional development and personal growth. Here youll collaborate with a talented team that supports and inspires each other ensuring that youre continually challenged and encouraged to expand your skills.
Client satisfaction is at the heart of our mission. Our employees are dedicated to providing exceptional service proactively addressing both current and future client needs. Youll be part of a team that values the client experience as a key component of our success.
Open communication is vital to our work environment. We maintain an open door policy encouraging questions and the sharing of ideas. We believe in aligning individual contributions with company objectives fostering transparency and regularly seeking feedback to enhance our processes.
Lastly we are committed to being an inclusive organization. We embrace diversity ensuring that all employees feel valued and respected. Our varied talents and experiences drive creativity and innovation making our workplace dynamic and successful.

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Position: Help Desk Lead
Location: Washington DC
Base Compensation:We offer a competitive salary and benefits packageand we are open to discussing compensation based on your qualifications and experience
Other Compensation:4% contribution to 401(k) performance bonus profit-sharing
Paid Time Off:16 days PTO/year 11 holidays/year
Benefits:Medical Dental Vision Life Disability 401(k)and more
Position is open until filled applications accepted on an ongoing basis.

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Equal Employment Opportunity Statement
Ascella Technologies is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences such as age disability ethnicity gender gender identity and expression religion or sexual orientation. We provide equal employment opportunities to all qualified candidates without regard to age race creed color religion sex national origin ancestry disability status veteran status sexual orientation gender identity or expression genetic information marital status or any other characteristic protected by law. Ascella Technologies is committed to providing veteran employment opportunities to our service men and women.

What You Will Achieve

Lead & Mentor: You will guide a team of support professionals fostering a culture of service excellence and continuous improvement.
Elevate Service Standards: You will implement and enforce industry-standard best practices for Help Desk support to ensure consistent high-quality user experiences.
Drive Resolution: You will oversee the escalation and resolution of complex technical issues ensuring users are back online quickly.

Must-Have Skills (Required)

U.S. Citizenship
Bachelors Degree from an accredited college or university
Experience leading a team in Help Desk support and customer service.
ICMI Contact Center Certification (or equivalent).
Deep understanding of IT support best practices and service delivery standards.

Nice-to-Have Skills (Preferred)

Experience with ticketing system management and reporting.
Strong conflict resolution and communication skills.

Our Culture: What Makes Ascella Employees Great

At Ascella we celebrate innovative thinkers who are empowered to share their ideas and tackle real business challenges. Your creativity will not only be welcomed but also essential in shaping our processes and solutions.
We are passionate about lifelong learning fostering a culture that prioritizes professional development and personal growth. Here youll collaborate with a talented team that supports and inspires each other ensuring that youre continually challenged and encouraged to expand your skills.
Client satisfaction is at the heart of our mission. Our employees are dedicated to providing exceptional service proactively addressing both current and future client needs. Youll be part of a team that values the client experience as a key component of our success.
Open communication is vital to our work environment. We maintain an open door policy encouraging questions and the sharing of ideas. We believe in aligning individual contributions with company objectives fostering transparency and regularly seeking feedback to enhance our processes.
Lastly we are committed to being an inclusive organization. We embrace diversity ensuring that all employees feel valued and respected. Our varied talents and experiences drive creativity and innovation making our workplace dynamic and successful.

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