Help Desk Lead

3 weeks ago

Washington, United States ABBTECH Professional Resources Full time

Help Desk Lead Location: Washington DCClearance: Public TrustThis program requires US Citizenship The Contractor shall identify a full‑time Help Desk Lead who will be responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III (Tel‑phone, e‑mail, on‑site, advanced hardware/software break/fix), and Asset Management. Responsibilities The Help Desk Lead shall lead a team of technicians providing broad‑based technical support to end‑users of networks, systems, and related services. The Service Desk Manager shall provide support to a customer base of over 3,200 users in a high‑profile environment. The Help Desk Lead is required to be onsite at the Fairchild Building in downtown Washington, DC five (5) days per week. Qualifications Information Technology Infrastructure Library V4 (ITIL 4) certification at time of proposal submission. Minimum of 5‑8 years overall experience with increasing responsibilities in information systems management. 3‑5 years supervisory experience. Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field. Industry‑specific certification such as CompTIA A+, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent. Expert working knowledge of ServiceNow. Experience in a quality assurance environment, including knowledge of customer satisfaction tracking, user complaint and monitoring programs, and quality control programs. Excellent written and verbal communication skills, including experience in presenting material to senior Government officials. Proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub‑contractors). Position Details Pay Rate / Range: $50‑52/hr Benefits (Regular, Full Time Employees): Medical, Dental, and Vision offerings Weekly Direct Deposit Paid Holidays and Personal Time Off 401(k) with match Voluntary Life and AD&D, Short / Long Term Disability, plus other voluntary coverages Pre‑Paid Legal and Employee Assistance Programs Northeast Federal Credit Union Membership BB&T @ Work Program ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans #J-18808-Ljbffr

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