SMIT Service Desk Technical Lead (NNPISIPR)

The SMIT Service Desk has an opening for an experienced Technical Lead to work in our NorfolkVA office. This position provides Tier I assistance in problem resolution through mentoring and coaching through individual or classroom training instruction.

Primary Responsibilities

As a Service Desk Technical Lead you will:

• Monitor Teams Chat to assist Tier I Agents
• Assist with training sessions and performance progression
• Prepare for lead and follow-up on technical training sessions
• Track agent performance
• Assist Supervisor with ticket analysis
• Research mishandled tickets that get sent back to the team
• Provide escalation follow-up
• Mentor and provide operational support to agents
• Coordinate with OST to ensure additional operational support coverage for the team
• Coordinate knowledge development and dissemination -Lead Service Desk Tier I team toward delivery of organizational goals
• Position team toward delivery of Enterprise metrics
• Assist and train SvD agents
• Provide environment for continued agent development
• Communicate effectively with peers and complimentary support groups for maximum efficiency in meeting SLRs Basic Qualifications

Basic Qualifications

• High school education or equivalent and 1-3 years general experience or equivalent combination of experience and college level education
• Minimum of 6 months of tenure with the NMCI Service Desk
• Individuals on a Performance Improvement Plan or Attendance Warning will not be considered
• 8570 certification - CompTIA Security CE
• Three months or more experience supporting NNPI and/or SIPR in a Tier 1 role.
• Ability to attain Flank Speed Tier 1.5 qualification within 30 days.
• Superior skills in both written and verbal communication.
• Proficiency with Microsoft PowerShell
• Strong problem-solving skills.
• Advanced knowledge of computer and networking technology.
• Ability to effectively document issues troubleshooting steps and resolutions implemented.
• Understands NMCI internal structure processes and tools.
• Proficient with HPSM ticketing and Knowledge Management System.
• Must be a US Citizen.
• Able to work assigned shifts as needed including overnights and weekends.

Preferred Qualifications

• Candidates Bachelors degree in Computer Science Engineering Business or related IT or equivalent work experience 2 years of experience on NMCI Service Desk
• Candidates with fewer than 4 attendance occurrences in a rolling 90-day period
• Candidates with strong metrics in PAR and AHT
• Proactive learner who takes ownership of their own growth and career development

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Original Posting:

Pay Range:

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job education experience knowledge skills and abilities as well as internal equity alignment with market data applicable bargaining agreement (if any) or other law.