Service Desk Team Lead

Koniag IT Systems LLC a Koniag Government Services company is seeking a Service Desk Team Lead to support KITS and our government customer in Washington DC. The position is remote. This position requires the candidate to be able to obtain a Public offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and IT Systems a Koniag Government Services company is seeking an experienced Service Desk Team Lead to join a dynamic IT operations team supporting a multi-tier service desk environment. The ideal candidate is a proven leader with strong technical acumen and a passion for delivering exceptional customer service. This individual will play a critical role in overseeing end-to-end service desk operations spanning Tier 1 through Tier 3 support ensuring timely detection triage and resolution of events and incidents while maintaining the highest standards of IT service management. The Service Desk Team Lead will oversee and coordinate the daily operations of a multi-tier service desk ensuring effective Tier 1 through Tier 3 support is delivered to end users in a timely and professional manner. This individual will serve as a key point of escalation and leadership guiding technicians through the full incident lifecycle while driving continuous improvement across knowledge management ITSM processes and service delivery. Principal responsibilities will include but are not limited to:Lead and supervise a team of service desk technicians across multiple support tiers providing day-to-day direction mentorship and performance the detection triage and resolution of events and incidents ensuring adherence to defined SLAs and escalation the full incident lifecycle from initial intake through resolution and closure ensuring accurate and timely documentation within the ITSM problem management activities including root cause analysis and the implementation of permanent fixes to recurring and facilitate change management activities collaborating with relevant stakeholders to assess impact communicate updates and ensure smooth and continuously improve an accurate and comprehensive enterprise knowledge base ensuring technicians have access to up-to-date troubleshooting resources and standard operating queue health ticket aging and team workload to ensure balanced distribution of work and timely resolution of outstanding as a primary escalation point for complex or high-priority incidents coordinating with Tier 2 and Tier 3 technical staff and external teams as service desk metrics and performance data to identify trends recurring issues and areas for process regular team huddles one-on-ones and training sessions to ensure staff are equipped with the knowledge and skills necessary to perform their duties with IT management and stakeholders to report on service desk performance incident trends and improvement compliance with ITIL-based processes and organizational ITSM policies and and Experience:Required:Bachelors degree in Information Technology Computer Science or a related field from an accredited college or university or equivalent work experience.5 years of experience in an IT service desk or technical support environment.2 years of experience in a team lead supervisory or senior technician role within a service desk or IT operations experience managing incident problem and change activities within an ITSM :ITIL Foundation Certification or supporting federal government IT Skills and Competencies:Exceptional communication skills in English both written and oral with the ability to communicate effectively with technical staff end users and non-technical stakeholders at all ability to lead motivate and develop a team of technical professionals in a fast-paced multi-tier support knowledge of IT service management (ITSM) principles and frameworks particularly ITIL-based incident problem and change management with ITSM platforms and ticketing systems (e.g. ServiceNow Remedy Jira Service Management or similar).Experience detecting triaging and resolving a broad range of IT events and incidents across hardware software networking and user access to manage and oversee the full incident lifecycle ensuring timely resolution proper documentation and effective communication to building maintaining and governing an enterprise knowledge base to support consistent and accurate Tier 1 through Tier 3 in analyzing service desk metrics identifying trends and implementing data-driven process with escalation procedures and the ability to serve as an effective bridge between end users and higher-tier technical organizational and time management skills with the ability to prioritize effectively in a dynamic to obtain Public Trust Skills and Competencies:ITIL v4 Foundation Certification or higher (e.g. ITIL Practitioner ITIL Managing Professional).Experience working in a federal government IT service desk with remote monitoring and management (RMM) tools and enterprise endpoint management of Active Directory Microsoft 365 and common enterprise IT with workforce scheduling and shift management in a 24/7 or extended-hours support A Network or Security Support Center Team Lead (HDI-SCTL) or similar service desk leadership Equal Employment Opportunity PolicyThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website please get in touch with Heaven Wood via e-mail by calling to request Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352