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IT Support Team Lead

4 months ago

Rockville, United States DLH Full time

**About Us**

DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. Our experts in public health, performance evaluation, and health operations solve the complex problems faced by civilian and military customers alike by leveraging advanced tools - including digital transformation, artificial intelligence, data analytics, cloud enablement, modeling, and simulation, and more. With over 3,200 employees dedicated to the idea that "Your Mission is Our Passion," DLH brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.

**Overview**

With continued growth comes opportunity, and we are currently searching for IT Support Team Lead to support our Rockville, MD office.

**Responsibilities**
- Provide exceptional leadership, mentorship, and managerial oversight for an energetic, high performing IT Support team responsible for:

- Installing, configuring, troubleshooting, and resolving incidents related to hardware, software (COTS, GOTS, custom), network, websites, and audio/visual conferencing equipment.
- Ensuring team is following relevant procedures to resolve incidents and fulfill requests within agreed-upon service level agreements (SLAs)
- Providing outstanding customer service both at the desk-side and via remote tools such as Bomgar, Microsoft Teams, and Windows Remote Control.
- Assisting with systems administration, troubleshooting, and resolutions.
- Ensuring compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline.
- Diagnosing and troubleshooting desktop system, printer, and operating problems.
- Consulting and instructing users on hardware and software questions/issues.
- Consulting and instructing users on networking questions/issues.
- Collaborating with the IT Operations and Engineering team.
- Providing technical support for the following:

- Operating Systems (Windows, macOS, iOS)
- Audio/Visual conferencing
- Working directly with executives, VIPs, and administrative staff.
- Generating and presenting ServiceNow reports.
- Creating, maintaining, and presenting reports in MS Excel and MS PowerPoint.
- Planning, coordinating, and tracking project tasks.
- Coaching and mentoring team members.

**Qualifications**
- Ability to obtain and maintain a Public Trust Clearance.
- Six (6) + years of relevant, applicable professional experience.
- Excellent written and verbal communication skills.
- Experience managing customer expectations and delivering the highest quality customer service.
- Prior experience leading/managing a technical team of 4+ individuals.
- BS/MS/PhD degree from an accredited college with an Engineering or Applied Science major.
- Professional experience troubleshooting enterprise-managed Windows, macOS, and iOS. Linux is a plus.
- Prior experience supporting client configuration, and network access in an executive environment.
- Hands-on experience with the installation, configuration, and use of a wide range of COTS (Commercial Off-The-Shelf) desktop software and hardware in a networked environment.

**Desired Qualifications**
- Experience with enterprise-level ticketing systems such as ServiceNow, Remedy, etc., enterprise endpoint management solutions (such as JAMF, Ivanti, and SCCM), and remote support tools (Windows Remote Control, Apple Remote Manager, Bomgar).
- Ability to express complex concepts in a clear, easy-to-understand manner with various levels of users and in face-to-face interactions.
- Experience using ServiceNow for incident management, problem management, and request fulfillment.
- Systems administration experience.

**Desired Certifications**
- Customer Service Representative, Support Center Analyst, Desktop Support Technician, or Technical Support Professional.
- ITIL Practitioner, ITIL Service Manager, Apple Certified Macintosh Technician, JAMF Professional, Apple Certified Support Professional, LPIC-1, LPIC-2, CompTIA A+, CompTIA Network+, CompTIA Linux+, CompTIA Healthcare IT Technician, HDI Desktop Support Manager, HDI Service Manager, Microsoft Certified Solutions Associate (MCSA): Windows 10 and/or 11, Microsoft Certified Solutions Engineer (MCSE)

**Benefits**

DLH Corp offers our employees an excellent benefits package including - Personal Time Off (PTO), medical, dental, vision, supplemental life with AD&D, short and long-term disability, flexible spending accounts, parental leave, legal services and more. We want our employees to save for their future, therefore we offer a 401(k) Retirement Plan, which includes a matching component. DLH is dedicated to your career development, providing training to help drive success, with access to our best-in-class e-Learning suite for formal and informal learning, professional and technical certificat