Service Desk Lead

2 days ago

Springfield, United States Dunhill Professional Search Full time

This position is to support the Microsoft Program and Client Active TS/SCI Clearance required.

We are currently seeking a highly skilled and versatile Service Desk Deputy Lead to join our dynamic team. We are looking for a well-rounded individual with a strong technical background, a passion for continuous learning and improvement and a desire to mentor junior level technicians to build exciting careers in IT. Responsible for supporting the client/program to ensure services are delivered to meet customer business needs and expectations. Directs and supervises staff which are responsible for first level technical support, documentation, tracking, escalation, and follows up of all client incidents. Ensures staff have required technical and customer service skills and process knowledge. Assists in the development of incident management procedures and policies. Job performed with minimal supervision.

Key Duties and Responsibilities

  • Manage and optimize Jira Service Management workflows.
  • Provide technical support and administration for networking, application management, database management, and operating system administration.
  • Assist in help desk operations and provide excellent customer-facing support.
  • Develop and maintain scripts in Powershell knowledge of programming languages such as C++, Perl, Powershell, and Java can be used to fulfill this requirement.
  • Utilize business analytics tools like Power Automate, PowerBI, and other variants from Google or Amazon.
  • Provide technical leadership and training to junior level technicians.
  • Provide mentorship and guidance in continuous development of junior level technicians into careers.

Other Duties and Responsibilities

  • Supervise staff responsible for first level technical support, ensuring all incidents are properly documented, tracked and resolution occurs within client Service Level Agreements.
  • Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.
  • Assists with taking customer calls as needed.
  • Assists with setting goals and objectives for the Service Desk Operations organization.
  • Facilitates the day-to-day management of customer problems/requests/issues.
  • Monitors incidents and ensures that Service Level Agreements are met.
  • Identifies and recommends areas which need to be addressed by new or streamlined procedures.
  • Performs follow up on incidents with customers as needed to ensure customer satisfaction.
  • Develops and maintains knowledge of customer and customer specific business environment. Ensures staff acquires customer specific skills and knowledge.
  • Supervises and/or works on project work as appropriate. Provides support for new business transition activities as required.
  • Provides leadership and direction to staff as required. This includes training, evaluations, staffing, time reporting and other HR issues, as appropriate.
  • Maintains an informed status of operations by attending meetings, conferences and focus groups as appropriate.
  • Clearly defines and communicates roles and expectations to supervised personnel.
  • Responsible for monitoring employee performance and behavior, coaching, mentoring and taking corrective action as appropriate.
  • Recognize and value the contribution of supervised staff, recommending promotions, compensation, and termination.
  • Assists in developing and communicating the necessary policies, procedures, standards and processes that promote productivity and effective resource utilization.

Minimum Qualifications

  • Bachelors degree in Computer Science or Management Information Systems.
  • If the degree is not in CS/MIS, extensive experience (3-5 years) or numerous certifications in networking, operating systems, and DEVOPS/scripting or coding is required.
  • Technical Background: 3-5 years
  • Leadership Role: 1-3 years
  • Experience with incident tracking system

Security Clearance

  • TS/SCI and willing to do a CI Poly

Required Certification

  • Security +

Technical Skills:

  • Networking
  • Application Management
  • Database Management
  • Operating System Administration (Linux/Unix preferred, Windows experience also valuable)
  • Help Desk Customer Support
  • Cloud Technology (Azure Preferred)
  • Active Directory, Group Policy Objects

Programming/Scripting Experience: Proficiency in C++, Perl, Powershell, Java.

Business Analytics Tools: Knowledge of Power Automate, PowerBI, or similar tools from Google or Amazon.

Cloud Technologies: Familiarity with cloud technologies and infrastructure as they relate to Application servers such as Exchange, SharePoint, Active Directory

Other Job Specific Skills

  • Service Desk background
  • Understanding of Service Desk metrics and how they are applied to Operate / Supervise a service desk.

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