IT Support Operations Leader

2 weeks ago

Washington, Washington, D.C., United States MicroHealth, LLC Full time
Job Overview

IT SUPPORT OPERATIONS LEADER – RESPONSIBILITIES: MicroHealth, LLC is seeking a skilled Contractor to oversee and enhance its Information Technology (IT) customer support operations. This role will ensure a comprehensive user-focused service following the ITIL Service Management Framework. The IT Support Operations Leader (ITSOL) will act as the primary liaison between the service provider and users, guiding our support team to deliver exceptional customer service and resolve technical challenges efficiently.

This position demands extensive experience in IT Helpdesk operations along with outstanding organizational and task-management capabilities, ensuring timely assignment and resolution of service tickets.


Key Responsibilities:

  • Lead the IT support team, serving as a Subject Matter Expert on user accounts, MED applications, Remedy ticketing system, and asset management.
  • Implement a user-centered service operation adhering to the ITIL Service Management Framework.
  • Guarantee prompt and accurate customer service.
  • Update and maintain knowledgebase resources, including guides and templates.
  • Enhance customer support by actively addressing inquiries, managing complaints, and following up to identify improvement areas.
  • Establish best practices throughout the technical support process.
  • Generate monthly reports on the productivity of the support team.
  • Provide assistance to both office and remote users via the Remedy ticketing system, escalating issues to appropriate support teams as necessary.
  • Monitor work items and project tasks using Azure DevOps.
  • Administer Windows Server 2019 virtual machines hosted in AWS.
  • Configure and maintain Active Directory, Group Policy Objects (GPOs), Internet Information Services (IIS), SQL Server 2019, and Windows Server Update Services (WSUS).
  • Conduct vulnerability assessments using Tenable, evaluate results, and address vulnerabilities for system compliance.
  • Troubleshoot access issues and enforce network security policies, application security, access control, and corporate data protection, while overseeing patch management to safeguard systems against vulnerabilities.

IT SUPPORT OPERATIONS LEADER – QUALIFICATIONS:

  • Excellent verbal and written communication skills, with the ability to interact effectively with customers, peers, and management.
  • A minimum of 5 years of experience in IT customer support within a help desk/service desk framework.
  • Proficient in troubleshooting a diverse range of IT issues.
  • Familiarity with the Remedy ticketing system and a working knowledge of Microsoft operating systems (Windows 10) and applications (Office 2016, O365).
  • A strong commitment to delivering exceptional customer service to internal clients.
  • Ability to work autonomously and thrive in a dynamic environment.
  • Robust problem-solving and organizational skills.
  • Microsoft Certifications are advantageous.

IT SUPPORT OPERATIONS LEADER – SECURITY CLEARANCE: A Secret clearance is required for this position.

Physical Requirements: The role involves regular sitting, frequent walking, and the use of hands for various tasks. Occasionally, standing may be required. MicroHealth is committed to fostering a diverse workforce and ensuring that all employment decisions are based solely on valid job requirements.

MicroHealth is a Service-Disabled Veteran Owned Business (SDVOSB) and Small Business Administration (8a) firm.

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