Help Desk Team Lead

1 week ago

Montgomery, Alabama, United States Zigabyte Corporation Full time
Job Title:
Help Desk Team Lead

Field Assistance Service (FAS)

Location:
Onsite at Maxwell AFB - Gunter Annex, Montgomery AL

Job Summary:
Zigabyte Corporation is seeking a Help Desk Team Lead to join the Field Assistance Service (FAS) program in Montgomery, Alabama. The ideal candidate will have experience leading help desk teams and providing technical support to end users.

Key Responsibilities:

  • Lead a team of technicians who provide help desk support to end users of systems and applications.
  • Ensure the team meets quality standards in areas such as accurately diagnosing client technical issues, gathering necessary information, and performing standard research.
  • Effectively implement steps found in available resources to resolve field user issues and properly escalate unresolved issues.
  • Clearly and thoroughly document requests for assistance in ticket management systems and track incidents through to resolution/escalation.
  • Evaluate individual and team performance by methods such as observation and metrics collection and analysis.
  • Train technicians in the proper handling and resolution of trouble tickets.
  • Monitor and report metrics related to the quality of service provided by the team.
  • Identify potential outages and other problems and communicate the information to Site Lead in a timely manner.
  • Become the resident Subject Matter Expert on the systems assigned to the team.
  • Perform additional responsibilities as assigned by management.

Requirements:

  • At least two years proven success leading information technology help desk teams who provided effective support to external customers.
  • Hands-on experience in providing technical support and troubleshooting network, desktop, and/or systems hardware and software.
  • Excellent communication and problem-solving/trouble shooting skills.
  • Strong English language skills (both written and verbal).
  • Willing to work midnight shift.
  • Willing to work overtime, holidays, and weekends when necessary.
  • Must be a US Citizen and be able to obtain and maintain a Secret-Level clearance.

Benefits:

Zigabyte Corporation offers a competitive health care package, vision, and dental, life insurance coverage, 401k matching, training expense, competitive PTO, holiday, and sick leave. Zigabyte is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class. Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.

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