Help Desk Lead

2 weeks ago

Washington, United States Government Tactical Solutions, LLC Full time

Position: Help Desk Lead

Location: Washington, DC - National Gallery of Art

Schedule: 4 days onsite, 1 day remote

Job Summary:

A Help Desk Lead job in Washington, DC (20565) is currently available through Belcan at one of our key federal clients. To be considered for this role, you will have a BS in a relevant field and 5 years of relevant experience.

Additional info:

This position has oversight of a Tier 1 / Tier 2 Help Desk team of approximately 10 technicians and requires strong people / resource management skills while also being able to assess and resolve technical issues / tickets.

Job Duties:

  • Provide day-to-day oversight of daily helpdesk activities to ensure incidents, requests, and escalations are assigned in a timely fashion.
  • Prioritize tickets and allocate resources to confirm an appropriate resolution for customers.
  • Provide guidance regarding daily ticket updates to promote customer communications.
  • Ensure the team is meeting all customer expectations using metrics to improve customer service and helpdesk processes.
  • Support the User Services Manager in providing direction and assistance to the Helpdesk Team while ensuring they are providing outstanding customer support.
  • Work with Project Manager in coordinating and scheduling Helpdesk technician work to accommodate desk side and phone support for the entire organization while meeting special projects timeline.
  • Proactively identify opportunities to optimize and enhance Helpdesk services, support, and new technology adoption.
  • Serve as subject matter expert and escalation point to personnel in the Helpdesk support team.
  • Maintain both the ticketing system (ServiceNow) and knowledge base to ensure accuracy.
  • Measure and report on service delivery performance metrics including customer satisfaction follow ups, request, and incident ticket statistics via ServiceNow.
  • Manage the life cycle of all issues, primary objective are: to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.
  • Escalate higher priority issues to System Administrator, Network Administrator, Network Team, and/or Operations for in-depth analysis.
  • Train Helpdesk staff with new internal processes and procedures.

Required Qualifications:

  • Must have US Citizenship, be a Permanent resident, or hold a Green Card
  • A Bachelor's degree or 10 years' work experience in a related field.
  • At least five (5) years of progressive IT experience, to include three (3) at a complex organization.
  • ITIL certified and proven track record of applying it to Helpdesk Operations.
  • Strong team management skills to keep team agile and focused on evolving priorities
  • Strong customer service skills to handle VIP / white glove needs and scenarios
  • Experience creating, updating and enforcing SOPs, KB resources, and technical documentation
  • Expertise of ServiceNow ticketing system for tracking and resolving both incidents and requests opened by user calls.
  • Experience in installing and troubleshooting OA systems in user organizations.
  • Ability to manage competing priorities with little direction.
  • Knowledge of Microsoft and Apple office automation environments (hardware, software and tools) and evolving trends.

Preferred Qualifications & Skills:

  • Ability to stay current with evolving IT technology, e.g., Endpoint management tools (e.g., Ivanti, JAMF, SmartDeploy, etc.), network and wireless connectivity, latest software releases, etc.
  • Ability to measure effectiveness of customer service and make adjustments in service to increase user satisfaction.

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