Service Desk Team Lead

4 weeks ago

Indian Head, United States Resource Management Concepts Full time

Resource Management Concepts, Inc. (RMC) provides high-quality, professional services to government and commercial sectors. Our mission is to deliver exceptional management and technology solutions supporting the protection and preservation of the people and environment of the United States of America.

RMC is hiring for a Service Desk Team Lead to support our customers at the NSWC IHEODTD, in Indian Head, MD (Mainside). The selected applicant will provide virtual collaboration technology support to US Navy Systems. The ideal candidate will have a variety of experience providing support to command personnel of all levels with Microsoft based solutions across the DoD.

Responsibilities:

* Provide management and oversight of Service Desk ticket queue and day-to-day operations
* Coordinate and plan emergency and priority tickets with customer and team to completion
* Manage Excess process with the Government POC and train team members on proper equipment removal and documentation
* Serve as subject matter expert and provide Tier III support or coordinate escalation with System Administration team and provide oversight of ticket status
* Provide overall ownership of customer tickets and resolution
* Measure, monitor and review team performance regularly and provide suggestions on any needed tools, training, documentation and process changes to improve the team's performance
* Support any needed implementations for team changes, tasks and/or improvements
* Ensure the Service Desk Team is operational, and team has coverage at all times
* Train new Service Desk personnel on the teams' processes and assist in team members skill growth
* Candidate will demonstrate effective management level communication skills, written and verbal, by providing clear, relevant, and timely status updates and message response
* Create and maintain team documentation
* Approve employee timesheets within company guidelines
* Maintain IT Infrastructure end-point devices including but not limited to computers, printers, phones (desk and mobile), and audio-visual equipment
* Install and configure authorized workstation hardware and software
* Diagnose and resolve hardware and software issues
* Maintain end-point data backups and ensure integrity
* Lead and assist with projects as needed

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