Service Desk Lead

5 days ago


Vienna, Virginia, United States Kadiak, LLC Full time
Job Title: Service Desk Lead Job Summary: Kadiak, LLC, a Koniag Government Services company, is seeking an experienced Service Desk Lead with a Top-Secret Clearance to work 2nd shift (230pm-1030pm) in support of Kadiak and our government customer in Vienna, Virginia. Key Responsibilities: * Manage daily operations of the service desk * Manage the service desk shift team * Represent the shift team to other stakeholders * Ensure the service desk is constantly developing and improving Essential Functions, Responsibilities & Duties: * Interpret and apply Standard Operating Procedures (SOP) as they relate to the Service Desk as well as the IT Unit * Present formal and informal training and assistance on new SOPs and/or new ITU processes * Generate Service Desk activity reports including ticket metrics, survey results, and performance metrics * Monitor Service Desk performance and customer service skills (phone calls, email and in person) for training and addressing areas of concern * Monitor ticketing systems for patterns and inconsistencies * Act as a catalyst for change and improvement in performance and quality * Ensure activities, services, and products meet organizational goals and objectives * Provide regular updates on common problems encountered and identify resolutions/improvements * Assess customer requirements and ensure that these are met within the Service Desk SOP * Assure that all metrics are properly documented and escalated to appropriate resources for correction * Conduct periodic walkthroughs through the Center and meet with customers to identify any outstanding issues and to ensure that customer service is meeting established standards, such as turnaround time Work Experience, Knowledge, Skills & Abilities: * Shall have four years of relevant experience * Shall be able to demonstrate working in a 24/7 operational environment and working on call rotation * Associate's degree in related field or 2 years of experience can be substituted * Top-Secret clearance required Working Environment & Conditions: This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Equal Employment Opportunity Policy: The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information, or any other factor protected by law. About Kadiak, LLC: Kadiak, LLC is a Koniag Government Services company supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
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