IT Service Desk Lead

3 weeks ago

Bethesda, United States RIVA Solutions Inc. Full time

Title**:IT Service Desk Lead**

Location: Bethesda, MD and/or Rockville, MD

Terms: Full-time

Clearance: Public Trust

Travel: 0-20%

Education: BA/BS degree and 7+ years of experience

**_RESULTS. INNOVATION. VALUES. ACCOUNTABILITY._**

That’s RIVA. Our employee-first approach has manifested a culture that attracts the best and brightest. By investing in people first, and providing a flexible work environment, our employees have higher morale, higher productivity rates, and lower turnover. At RIVA, people are our #1 priority.

**Project Description**

RIVA is providing IT Services and Support to their customer’s CIO office, Project Management Office, Network Infrastructure Section, Service Desk Section, and the customer user community. The CIO’s office manages all aspects of the customer’s branch sections from projects to documentation and policies. The Project Management Office provides a framework, tools, and staff to manage projects and initiatives. The Network Infrastructure Section provides IT infrastructure support, including networking/firewalls, backups, data center management, and operating system management. The Service Desk Section provides hands-on troubleshooting and user support for RIVA’s customer users, including support for laptops, desktops, peripherals, smartphones, operating systems, and software.

**Position Description**

**Responsibilities**

The Service Desk Team Lead shall oversee service desk issues of all tiers as well as providing hands-on Tier 3 support, overseeing the resolution of complex technical challenges, conducting in-depth root cause analyses, and developing custom solutions. They are expected maintain standard operating procedure documentation, contributing to the ongoing optimization of the IT environment, all while providing essential leadership and guidance to the team.
- ** Team Coordination and Assistance with Tickets**: 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.
- ** Escalation Management**: Manage incident escalations, ensuring timely resolution and communication with end-user.
- ** Performance Management**: Monitor team performance, provide regular feedback, and identify training needs. Generate reports on team efficiency and incident resolution times.
- ** Knowledge Base Maintenance**: Oversee the maintenance and update of the knowledge base, ensuring it contains accurate troubleshooting procedures and solutions for common issues.

**Requirements**:

- Minimum of 7 years of experience working in a service desk environment, with demonstrated experience in a leadership and/or supervisory role.
- Experience with Microsoft 365 Government suite (Outlook, Word, Excel, PowerPoint, Teams, etc.)
- Experience with Microsoft SharePoint for document management and sharing.
- Experience with Active Directory for user account management, access control, and password resets.
- Experience with Microsoft Remote Desktop and tools like PowerShell.
- Experience using Azure DevOps and/or working in an agile environment.
- Proven leadership abilities, with a track record of motivating and development high-performing teams.
- Strong problem-solving and decision-making skills, with the ability to analyze complex issues and implement effective solutions.
- Effective communication skills with the ability to collaborate with cross-functional teams and communicate technical concepts to non-technical stakeholders.
- Ability to work effectively in a fast-paced, dynamic environment and prioritize competing demands to meet business objectives.
- Ability to obtain a Public Trust clearance.
- U.S. Citizenship or have been a permanent resident for more than 3 years.

**Preferred Certifications**
- ITSM related Certifications
- Microsoft 365 related Certifications

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