Service Desk Lead
2 months ago
Overview:
Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.
Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the companys commitment to hiring and supporting active-duty and veteran employees.
Responsibilities:As a Service Desk Lead for Empower AI, Inc., you will be responsible for providing centralized information and support management services to handle the United States Mints queries and operational problems about IT-related processes, policies, systems and use. Services include hardware and software support, logging of problems, dispatch of service technicians or parts, training coordination and other IT-related issues. You will serve as a critical component in fulfilling our mission of providing excellent services to our client. Your experience ensures an exciting and rewarding opportunity to be at the forefront of providing Service Desk Services required to support the United States Mint. In assuming this position, you will be a critical contributor to meeting Empower AI, Inc.s mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.
Highlights of Responsibilities:
- Improve ITD communication processes (e.g., keeping customers informed on the status of their request)
- Offer support through multiple service-level channels
- Shorten service response-time levels (e.g., improve IT Service Manage [ITSM] workflows)
- Manage of all end-user support requirements
- Adoption of relevant best practices
- Implement self-help services
- End-to-end tracking
- Improve asset management practices and improved support of asset management
- Increase "first contact" resolution rate
- Reduce and eliminate the number of calls unresolved after seven days and/or service level requirements
- Provide Service Desk Services that meet end-user needs and meet United States Mint business requirements
Qualifications:
Requirements:
- Project Management PMP / Agile PM
- HDI-CSR, or Microsoft 365: Modern Desktop Administrator Associate, or ITIL 4+ Foundation Certification
- Must obtain CompTIA A+ within six (6) months of onboarding
- Minimum 15 years data center services experience.
- Experience meeting and exceeding Service Desk SLAs
- Experience in managing Service Desk Operations day to day operations.
- Ability to keep sensitive and confidential material private.
Preferred Education and Experience:
- Experience leading a team responsible for addressing tickets in ServiceNow preferred.
Physical Requirements:
This position requires the ability to perform the below essential functions:
- Sitting for long periods
- Standing for long periods
- Ambulate throughout an office
- Ambulate between several buildings
- Stoop, kneel, crouch, or crawl as required
About Empower AI:
It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. Empower AI is a VEVRAA Federal Contractor.
-
Service Desk Lead
4 weeks ago
Washington, United States Empower AI Inc. Full timeJob Title: Service Desk LeadEmpower AI Inc. is seeking a highly skilled Service Desk Lead to join our team. As a Service Desk Lead, you will be responsible for providing centralized information and support management services to handle IT-related processes, policies, systems, and use. Your experience and expertise will ensure an exciting and rewarding...
-
Service Desk Team Lead
4 weeks ago
Washington, Washington, D.C., United States ITC Federal, Inc Full timeJob Title: Service Desk Team Lead (Hardware)Job Summary:We are seeking a highly motivated and experienced Service Desk Team Lead to join our team at ITC Federal, Inc. The successful candidate will be responsible for leading and managing Service Desk Operations for a large federal client, ensuring high-quality service delivery, client satisfaction, and...
-
Service Desk Team Lead
2 weeks ago
Washington, United States Parallel Partners Full timeJob Title: Service Desk Team LeadAt Parallel Partners, we are seeking a highly skilled Service Desk Team Lead to join our team. As a key member of our IT department, you will be responsible for providing technical support and guidance to our employees.Responsibilities:Oversee the service desk and ensure timely resolution of technical issues.Develop and...
-
Service Desk Lead
7 days ago
Washington, DC , USA, United States Empower AI Inc. Full timeJob SummaryEmpower AI Inc. is seeking a highly skilled Service Desk Lead to provide centralized information and support management services to handle IT-related queries and operational problems. The successful candidate will be responsible for providing hardware and software support, logging problems, dispatching service technicians or parts, training...
-
Service Desk Team Lead
2 weeks ago
Washington, United States Parallel Partners Full timeService Desk Team Lead Job DescriptionThe Service Desk Team Lead will provide technical support for computer systems, hardware, and software. This role requires strong technical knowledge and effective communication to understand problems and explain solutions.Responsibilities:Oversee service desk operations, ticket triage, and technician training.Develop...
-
Service Desk Team Lead
3 weeks ago
Washington, United States Parallel Partners Full timeService Desk Team Lead Job DescriptionThe Service Desk Team Lead will provide technical support related to computer systems, hardware, or software. This role requires strong technical knowledge and effective communication to understand problems and explain solutions.Responsibilities:Oversee service desk operations, ticket triage, and technician...
-
Service Desk Team Lead
3 weeks ago
Washington, United States Parallel Partners Full timeService Desk Team Lead Job DescriptionWe are seeking a highly skilled Service Desk Team Lead to join our team at Parallel Partners. As a key member of our IT department, you will be responsible for providing technical support and guidance to our employees.Key Responsibilities:Oversee the service desk and ticket triage process to ensure timely and effective...
-
Service Desk Lead-HQ
2 months ago
Washington, United States Govcio LLC Full timeOverview: GovCIO is currently hiring for a Service Desk Lead to manage the Service Desk Operations on a day-to-day basis. This position will be located in Washington DC and will be a fully onsite position. Responsibilities: Responsible for managing Service Desk operations-day-to-day operations Ensures maximum issue resolution in minimum time in order to...
-
IT Service Desk Manager
2 weeks ago
Washington, Washington, D.C., United States Zachary Piper Full timeZachary Piper is seeking a seasoned IT professional to lead the Service Desk team in supporting a federal customer remotely. The ideal candidate will oversee the day-to-day operations of the Service Desk, ensuring timely resolution of technical issues and providing exceptional customer service to internal stakeholders.Key Responsibilities:· Manage the...
-
Service Desk Manager
3 weeks ago
Washington, United States JCD Staffing Full timeService Desk LeadJoin JCD Staffing, a specialized staffing and consulting firm, in our mission to provide exceptional technical support to our clients. We are seeking a highly skilled Service Desk Lead to join our team.Key Responsibilities:Provide timely and accurate resolution of IT help desk inquiriesLead the Help Desk Team, fostering a collaborative and...
-
IT Service Desk Manager
1 month ago
Washington, United States JCD Staffing Full timeJob Summary: We are seeking a highly skilled Service Desk Lead to join our team at JCD Staffing. As a key member of our IT team, you will be responsible for providing exceptional technical support to our clients and ensuring the smooth operation of our help desk services.Key Responsibilities: Provide timely and accurate resolution of IT help desk inquiries,...
-
Front Desk Team Lead
2 months ago
Washington, United States Concord Hospitality Full timeJob SummaryWe are seeking a highly skilled and experienced Front Desk Supervisor to join our team at Concord Hospitality. As a key member of our hotel operations team, you will be responsible for providing exceptional customer service, leading a team of front desk staff, and ensuring seamless guest experiences.Key Responsibilities:Provide top-notch customer...
-
Service Desk Operations Manager
1 month ago
Washington, United States Kikiktagruk Inupiat Corporation Full timeService Desk Lead Job DescriptionAt Kikiktagruk Inupiat Corporation, we are seeking a highly skilled Service Desk Lead to join our team. As a Service Desk Lead, you will play a critical role in overseeing the operational and strategic aspects of the Service Desk function.Key Responsibilities:Define Service Desk Requirements: Develop and implement Service...
-
Service Desk Operations Manager
3 weeks ago
Washington, United States Kikiktagruk Inupiat Corporation Full timeService Desk Lead Job DescriptionAt Kikiktagruk Inupiat Corporation, we are seeking a highly skilled Service Desk Lead to join our team. As a Service Desk Lead, you will play a critical role in overseeing the operational and strategic aspects of the Service Desk function.Key Responsibilities:Define Service Desk Requirements: Develop and implement Service...
-
Service Desk Manager
4 days ago
Washington, Washington, D.C., United States Dynamic Solutions Technology LLC Full timeJob Summary:Dynamic Solutions Technology, LLC is seeking a skilled Service Desk Manager to oversee the day-to-day operations of our IT Service Desk. The ideal candidate will have a strong background in IT service management, excellent communication skills, and the ability to lead a team of technical support specialists.Key Responsibilities: Manage the...
-
IT Service Desk Team Lead
2 days ago
Washington, Washington, D.C., United States General Dynamics Information Technology Full timeJob Summary:We are seeking an IT Service Desk Support Lead to provide supervision and direction as needed to support staff, to include technical direction.This position is based in Washington, DC with a hybrid onsite/remote schedule.Candidates must be US Citizens (without dual citizenship) and eligible to obtain the required public trust clearance.Key...
-
Service Desk Operations Manager
1 month ago
Washington, United States Empower AI Inc. Full timeService Desk Lead Job DescriptionEmpower AI Inc. is seeking a highly skilled Service Desk Lead to join our team. As a Service Desk Lead, you will be responsible for providing centralized information and support management services to handle IT-related processes, policies, systems, and use. Your experience will ensure an exciting and rewarding opportunity to...
-
Service Desk Operations Manager
2 weeks ago
Washington, United States Empower Ai Inc. Full timeJob Title: Service Desk LeadJob Summary:We are seeking a highly skilled Service Desk Lead to join our team at Empower AI Inc. As a Service Desk Lead, you will be responsible for providing exceptional support services to our clients, ensuring timely resolution of IT-related issues, and maintaining a high level of customer satisfaction.Key...
-
Service Desk Operations Manager
4 weeks ago
Washington, Washington, D.C., United States S2i2 Inc Full timeJob DescriptionJob Title: Service Desk LeadLocation: Washington, DCWe are seeking a highly motivated and experienced Service Desk Lead to oversee and manage the day-to-day operations of the Service Desk team. The ideal candidate will have strong technical knowledge, excellent problem-solving skills, and a proven ability to lead and mentor a team.Key...
-
IT Service Desk Operations Manager
7 days ago
Washington, Washington, D.C., United States General Dynamics Information Technology Full timeJob Summary:The Service Desk Operations Manager will lead the daily operations of the IT Support team, serving as a single point of contact for support issues involving IT support, service desk, and desk-side support. The successful candidate will have a minimum of 10 years of experience in providing IT support and managing IT support teams of 25+ members....
