Service Desk Lead

3 weeks ago

Durham, North Carolina, 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, 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 (Wi-Fi, email, VPN).
  • 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, including operating system updates, patching, and hardware refresh cycles.
  • 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 and escalate tickets as needed.
  • Ensure seamless handoff of tickets that require intervention outside the Service Desk's scope.
  • Act as the primary contact for the duration of a service request, ensuring clear communication with end users.
  • Generate and maintain Ticket Resolution Reports by priority levels and categories, ensuring accuracy and completeness.
  • Document and report on all accountable property worked on, adhering to NIH policies and procedures.

Requirements:

  • B.S. or B.A. Degree Or Four years of related experience may be substituted for the education degree requirement established for this key personnel function.
  • 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.

Desired:

  • Ability to leverage AI-driven tools like Microsoft Co-Pilot for operational efficiency, automation, and enhanced support processes.

Compensation and Benefits:

The projected compensation range for this position is $60,000 to $80,000 per year benchmarked in the Washington, D.C. metropolitan area. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG is determined by various factors, including but not limited to role, location, the combination of education/training, knowledge, skills, competencies, certifications, and work experience.

LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.

Devoted to Fair and Inclusive Practices:

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

Securing Your Data:

Beware of fraudulent job offers using LCG's name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from or emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at

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