IT Service Desk Team Lead

2 weeks ago

Bethesda, United States Evolver Inc Full time

**Overview**:
The IT Service Desk Team Lead will oversee all service desk issues in all tiers (Tier 1, Tier 2, and Tier 3). Additionally, the Team Lead will also provide direct support to Tier 3 issues. The IT Service Desk Team Lead will manage and direct the resolution of all complex technical issues. In doing so, the IT Service Desk Team Lead may conduct root-cause analyses with all IT issues that arise, and subsequently, create the necessary follow up documentation. Additionally, the IT Service Desk Team Lead will report out to both technical and non-technical stakeholders. The IT Service Desk Team Lead will contribute to the continuous updating of the IT Environment and will provide leadership and guidance to all tier levels. Furthermore, the IT Service Desk Team Lead will provide team coordination and assistance with necessary tier tickets. In doing so, the IT Service Team Lead will update ServiceNow records, daily, and confirm that all necessary tickets are resolved and documented. These actions will also be completed in relation to escalation management necessitates and the IT Service Desk Team Lead must ensure a timely resolution with all end-users. Additionally, the IT Service Desk Team Lead will monitor all team performance and provide feedback on team efficiency and incident resolution. Lastly, the IT Service Desk Team Lead will oversee all maintenance and updates on the knowledge base using troubleshooting guidelines and solutions.

**Basic Qualifications**:

- Bachelor's degree in Computer Science, Information Systems, Engineering, Business, other related discipline, or 10 years equivalent work experience
- 5 years of helpdesk experience in a government helpdesk environment
- 5 years of experience of management and oversight of IT Service Desk Tier levels on government project and/or program

**Preferred Qualifications**:

- Experience in project development from inception to deployment
- Demonstrated ability to manage projects of various types and complexity
- Demonstrated history of strong leadership skills
- Experience communicating effectively with technical, non-technical, and executive-level customers, both written and orally - showcasing the ability to articulate technical concepts to non-technical audiences
- Experience directing teams in the implementation of new or enhanced technical capabilities, as directed by the client
- Extensive knowledge and hands-on experience in managing both technical and non-technical facets of IT support services within the Federal Government
- Experience using ServiceNow
- Experience with Knowledge Base Maintenance and updating and troubleshooting the guides and solutions

Evolver Federal is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver Federal not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.

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