![Amdex Corporation](https://media.trabajo.org/img/noimg.jpg)
IT Service Desk Team Lead
3 months ago
JOB NUMBER: 1531 | LOCATION: Bethesda, MD | CLEARANCE/ACCESS LEVEL: Public Trust
AMDEX.ai The Art of Data Science
We are a seasoned Full-spectrum data solutions firm. We deliver insights, strategies, data analytics, and technical expertise to accelerate data modernization. We specialize in data sciences and cloud solutions, application development and maintenance, program management, and health IT operations leveraging experience and trusted talent to solve the federal government’s most pressing business and technical challenges. Without you, it’s just data.
The Service Desk Team Lead will oversee service desk issues of all tiers and provide hands-on Tier 3 support on-site for our NIH client. Will oversee the resolution of complex technical challenges, conduct in-depth root cause analyses, and develop custom solutions. The Team Lead will maintain standard operating procedure documentation and contribute to the ongoing optimization of the IT environment while providing essential leadership and guidance to the team.
Responsibilities:
- Coordinate activities between Tier 1, Tier 2, and Tier 3 support. Oversee incident triage, ensure proper escalations, and facilitate efficient incident management. Actively engage in ticket resolution, when necessary, especially during peak workloads, complex incidents, or staff shortages. Update ServiceNow records on a daily basis, prioritize team’s tickets, and ensure relevant tickets are escalated, resolved, and communication is documented.
- Manage incident escalations, ensuring timely resolution and communication with end-user. Update ServiceNow records on a daily basis and ensure relevant tickets are escalated, resolved, and communication is documented. Ensure reports are run on a weekly basis and look for ways to ensure consistent improvement.
- Monitor team performance, provide regular feedback, and identify training needs. Generate reports on team efficiency and incident resolution times. Performance reports highlighting team strengths, areas for improvement, and training recommendations.
- Oversee the maintenance and update of the knowledge base, ensuring it contains accurate troubleshooting procedures and solutions for common issues. Updated knowledge base with comprehensive troubleshooting guides and solutions.
Requirements:
- Bachelor’s degree in information technology, or equivalent training/certifications and experience. 2-4 years of experience leading a Service Desk function. 5-7 years of experience providing Tier 3 support.
- Expertise in troubleshooting Microsoft Office 365, Windows Servers, and Mac OS.
- Experience with Active Directory, Azure DevOps, Microsoft 365 applications, Microsoft Remote Desktop and ServiceNow, and tools such as PowerShell.
AMDEX Corporation offers a competitive salary package and attractive benefits package.
- Medical | Dental | Vision (Base plan employee premiums 100% company paid)
- Supplemental Health Plans
- Employer Paid Life and Disability Insurance, STD and LTD
- Employee Assistance Plan and Employee Discounts
- 11 Federal Holidays | PTO accrual with carryover
- 401(k) Plan with company match | Flexible Spending Accounts: Medical, Dependent, Transit
- Tuition Reimbursement & Training Assistance
EOE M/F/D/V
-
IT Service Desk Specialist III
2 days ago
Bethesda, United States Lawelawe Defense Inc Full timeWho we are: Lawelawe is a Native Hawaiian Owned Small Disadvantaged Business (NHO SDB) that specializes in providing a range of services to federal government clients, including program management, digital solutions, human capital and training, and medical staffing. Lawelawe leverages our NHO status to secure federal contracts that not only drive business...
-
IT Service Desk Specialist III
7 days ago
Bethesda, United States Lawelawe Defense Inc Full timeJob DescriptionJob DescriptionWho we are:Lawelawe is a Native Hawaiian Owned Small Disadvantaged Business (NHO SDB) that specializes in providing a range of services to federal government clients, including program management, digital solutions, human capital and training, and medical staffing. Lawelawe leverages our NHO status to secure federal contracts...
-
Business Analyst Lead
3 months ago
Bethesda, United States Cohere Technology Group LLC Full timeJob DescriptionJob DescriptionCohere is looking for a Lead Business Analyst to join our team! Experience with the Software Development Lifecycle (SDLC) and software development using agile methodologies such as Scrum, DevOps, SAFe, etc., and experience managing Help Desk and providing training. You will join an advanced program to effectively manage...
-
Service Desk Specialist
2 months ago
Bethesda, United States Exceed, LLC Full timeJob DescriptionJob DescriptionService Desk Specialist – Mac SupportEXCEED is seeking a Service Desk Specialist to join a highly skilled team providing technical solutions and support to hardware, software, and operating systems in an inter-networked environment. Enterprise operating environment includes various desktop/laptop running Mac OS and Windows,...
-
Front Desk Supervisor
3 weeks ago
Bethesda, United States The Crescent Hotels Group Full timeDescription At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do! We understand what it takes to be a part of something great. We will encourage you to bring your true...
-
Front Desk Supervisor
2 days ago
Bethesda, United States Crescent Hotels & Resorts Full timeAt Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do! We understand what it takes to be a part of something great. We will encourage you to bring your true self to work...
-
Lead Technical Support Engineer
1 week ago
Bethesda, Maryland, United States Shipshape IT Full timePosition: Lead Technical Support EngineerCompany: Shipshape ITShipshape IT is on the lookout for a Lead Technical Support Engineer to enhance its expanding technical team. The successful candidate will possess a robust IT background coupled with outstanding communication abilities to effectively engage with both internal personnel and clients.Position...
-
Information Technology Help Desk Manager
1 month ago
Bethesda, United States Forrest Solutions Full timeJob Title: IT Help Desk ManagerAbout Shape:Shape is a forward-thinking company committed to providing exceptional IT support and innovative solutions. We are dedicated to fostering a collaborative and dynamic work environment where employees can thrive and grow.Job Summary:The IT Help Desk Manager at Shape is a vital role, ensuring top-notch technical...
-
Information Technology Help Desk Manager
1 month ago
Bethesda, United States Forrest Solutions Full timeJob Title: IT Help Desk ManagerAbout Shape:Shape is a forward-thinking company committed to providing exceptional IT support and innovative solutions. We are dedicated to fostering a collaborative and dynamic work environment where employees can thrive and grow.Job Summary:The IT Help Desk Manager at Shape is a vital role, ensuring top-notch technical...
-
Front Desk Supervisor
4 weeks ago
Bethesda, United States The Bethesdan Hotel, Tapestry Collection by Hilton Full timeDescriptionAt Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do! We understand what it takes to be a part of something great. We will encourage you to bring your true...
-
Front Desk Operations Manager
21 hours ago
Bethesda, Maryland, United States Crescent Hotels and Resorts Full timeAbout the RoleWe are seeking a highly skilled and experienced Front Desk Supervisor to join our team at the Bethesdan Hotel, Tapestry Collection by Hilton. As a key member of our Front Office team, you will be responsible for supervising the daily operations of the Front Desk to maximize revenues and profits while ensuring exceptional guest service.Key...
-
Front Desk Supervisor
6 days ago
Bethesda, United States Crescent Hotels & Resorts Full timeDescription At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do! We understand what it takes to be a part of something great. We will encourage you to bring your true...
-
Front Desk Supervisor
4 weeks ago
Bethesda, Maryland, United States The Bethesdan Hotel, Tapestry Collection by Hilton Full timeAt Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do We understand what it takes to be a part of something great. We will encourage you to bring your true self to work...
-
Front Desk Supervisor
3 weeks ago
Bethesda, United States Crescent Services Full timeAt Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do! We understand what it takes to be a part of something great. We will encourage you to bring your true self to work...
-
Front Desk Supervisor
7 days ago
Bethesda, United States Crescent Hotels and Resorts Full timeDescription At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do! We understand what it takes to be a part of something great. We will encourage you to bring your true...
-
Help Desk Specialist
16 hours ago
Bethesda, Maryland, United States General Dynamics Information Technology Full timeJob DescriptionJob Summary:We are seeking a highly skilled Help Desk Specialist to join our team at General Dynamics Information Technology. As a Help Desk Specialist, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Provide polite, professional, and responsive customer service via...
-
IT Help Desk Manager
3 weeks ago
Bethesda, United States MSR - Metro Staffing Resources Full timeIT Help Desk ManagerLocation: Onsite (Limited Remote Flexibility)We're on the lookout for a dedicated IT Help Desk Manager to join our team.In this role, you'll report directly to the Head of IT and play a pivotal role in ensuring the seamless operation of our IT helpdesk.This position offers both hands-on technical leadership and managerial...
-
Help Desk Manager
2 months ago
Bethesda, United States BTI Full timeJob DescriptionJob DescriptionBusiness Technology Integrators (BTI) in Upper Marlboro MD, is seeking a Help Desk Manager for a position in Bethesda MarylandDuties:Provide daily supervision and direction to Help Desk staff who are responsible for providing support to customers via phone, in person, and through remote support channels. Responsible for...
-
IT Help Desk Manager
3 weeks ago
Bethesda, Maryland, United States MSR - Metro Staffing Resources Full timeIT Help Desk ManagerLocation: Onsite (Limited Remote Flexibility)We're on the lookout for a dedicated IT Help Desk Manager to join our team.In this role, you'll report directly to the Head of IT and play a pivotal role in ensuring the seamless operation of our IT helpdesk.This position offers both hands-on technical leadership and managerial...
-
Guest Services Supervisor
3 days ago
Bethesda, Maryland, United States Crescent Services Full timeAt Crescent Services, we pride ourselves on delivering outstanding hospitality experiences that leave a lasting impression on our guests. Our team members are the heart of our operations, and we celebrate their contributions to our success. We are dedicated to fostering an environment where you can be your authentic self at work. Our commitment to your...