Service Desk Lead

13 hours ago


MD United States LCG Full time
Job Title: Service Desk Lead

LCG is seeking a highly skilled Service Desk Lead to oversee the IT support services at NIEHS, supporting approximately 1,800 staff members. This position will be responsible for managing a range of support services, including desktop engineering and commodity IT services, ensuring efficient resolution of tickets and maintaining user satisfaction across a diverse IT environment.

Key Responsibilities:
  • Oversee daily service desk operations, ensuring timely response and resolution of IT incidents and service requests.
  • Serve as the primary point of contact for escalated service tickets, coordinating with NIH CIT and other NIEHS contracts as necessary.
  • Assign and categorize tickets based on urgency and impact, ensuring efficient prioritization and timely resolution.
  • Manage ticket queue and ensure adherence to defined service level agreements (SLAs).
  • Provide expert support on user login/access issues, hardware, mobile computing, software installations, and network connectivity.
  • Handle troubleshooting for unified communications, telework, and remote access.
  • Coordinate deskside training and provide how-to guidance to reduce repeated incidents.
  • Ensure all tickets are fully documented with analyses, recommendations, and resolutions.
  • Manage the maintenance and lifecycle of NIEHS desktop and mobile devices.
  • Evaluate and test software applications for compatibility and functionality within the NIEHS environment.
  • Collaborate with functional teams, NIEHS departments, and third-party contractors to resolve more complex issues.
Requirements:
  • B.S. or B.A. Degree or Four years of related experience may be substituted for the education degree requirement.
  • Minimum 4 years of experience managing and IT service desk or IT service desk teams.
  • Experience with ServiceNow or similar ticketing system.
  • Experience working on complex problems where analysis of situations or data requires an in-depth evaluation of various factors.
  • Must be able to effectively communicate with Government representatives both orally and in writing.
  • Experience successfully fulfilling requests and meeting SLAs.
Benefits:

LCG offers a competitive, comprehensive benefits package, including health insurance options, life and disability insurance, retirement plan contributions, paid leave, federal holidays, professional development, and lifestyle benefits.

LCG is an equal opportunity employer and welcomes applications from diverse candidates. If you are interested in applying for this position, please submit your resume and cover letter to our Human Resources department.


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