Service Desk Team Lead
3 hours ago
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 achievement of key performance indicators (KPIs).
Responsibilities:
- Lead and manage Service Desk Operations for a large federal client, ensuring high-quality service delivery, client satisfaction, and achievement of key performance indicators (KPIs).
- Collaborate closely with federal client stakeholders to understand their specific service desk requirements, and business objectives.
- Oversee a team responsible for Level 1 triage and escalation support, providing timely and effective resolution of IT incidents and service requests.
- Lead the implementation of Major Incident management practices to handle critical incidents, minimize impact, and restore services as quickly as possible.
- Develop and enforce incident management and service request processes to ensure efficient ticket resolution.
- Monitor and report on trends to evaluate the effectiveness of service desk operations, identify areas for improvement, and implement corrective actions as needed.
- Provide leadership to service desk technicians ensuring effective communication, training, and performance management.
- Provide regular updates and reporting to federal clients on the status of service desk operations and improvement initiatives.
- Lead and attend weekly Service Desk meetings to highlight performance and collaborate with other Leadership Team members to plan and implement processes.
- Manage hardware projects including government-furnished equipment (GFE) refreshes, deployments, and disposals, and end-user office moves.
- Work a set 8-hour shift within Service Desk operating hours of 6:00 AM to 8:00 PM Eastern Time.
- Complete other duties as assigned.
Qualifications:
- Ability to obtain a DOJ Public Trust clearance (must be obtained prior to start date).
- A minimum of three years of professional experience in managing or supporting an IT service desk.
- Proven experience supporting enterprise hardware, software, and peripherals, specifically Microsoft Office products; and experience providing IT support to users via phone, email, and/or in person.
- Knowledgeable with Microsoft Windows 10 and 11, basic networking concepts, PC hardware, and COTS software.
- Experience working with a trouble ticket management system.
- Proven excellence in written and verbal communication within a team and with end users, VIPs, team managers, and client managers.
- Proven ability to perform job duties independently with minimal oversight, and ability to perform at a high level in a fast-paced, service-oriented environment.
Preferred Qualifications:
- Bachelor's degree from an accredited university.
- One or more IT certifications such as A+, Security+, Network+, or ITIL.
- Experience working with ServiceNow.
- Hardware support experience.
Work Environment and Physical Demands:
- The person in this position must be able to remain in a stationary position 50% of the time. Regular movement around the campus of large immigration courts is required throughout the day to provide hands-on support to customers.
- The person in this position must have the ability to lift and move IT equipment weighing up to 50 pounds.
Equal Opportunity Employer:
ITC Federal, Inc. is an equal opportunity/affirmative action employer and will not discriminate against any application for employment on the basis of age, race, color, gender, national origin, religion, creed, disability, veteran status, marital status, sexual orientation, genetic information, military status, disability, or sex including pregnancy and childbirth or related medical condition or on any other basis prohibited by law.
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