Help Desk Lead III

ZenPoint Solutions LLC ("ZenPoint Solutions") is a rapidly expanding Information Technology (IT) services company in the federal sector. We foster a thriving, ambitious work environment that prioritizes employee well-being and a positive company culture. We invite you to join our team and help us shape a dynamic future as we deliver innovative solutions to address the nation's most critical IT missions.

Clearance Requirement: Candidates must be able to obtain and maintain a federal security clearance at the level required by the Government. An active clearance is not required at the time of hire; however, the ability to be adjudicated as clearable is mandatory for this position.

Work Location: Washington D.C.

Work Schedule: Requires five (5) days onsite at the customer's facility

Position Overview: One of our federal customers is seeking a highly experienced Senior Help Desk Lead to serve as the primary point of management support and coordination for all Help Desk operations, overseeing Tier I, Tier II, and Tier III support services as well as Asset Management. This role will lead a team of skilled technicians responsible for delivering comprehensive technical support to end-users across networks, systems, hardware, and software in a fast-paced, high-profile environment. The Help Desk Lead will ensure efficient resolution of issues, customer satisfaction, and adherence to service-level agreements while supporting a user base of over 3,200 personnel.

This position is contingent upon the successful award of a government contract and subsequent government approval.

Requirements

• Direct and coordinate Help Desk operations across Tier I, II, and III support levels
• Oversee the Asset Management program, ensuring accurate tracking, deployment, and lifecycle management of IT assets
• Lead, mentor, and develop a team of technical support professionals to drive performance and collaboration
• Deliver comprehensive technical support to end-users for networks, systems, hardware, and software services
• Maintain high levels of customer satisfaction by ensuring timely and effective resolution of technical issues
• Establish, implement, and monitor quality assurance processes, including customer satisfaction tracking, complaint resolution, and performance control programs
• Manage workforce planning, training, problem resolution, and employee relations, including coordination with teaming partners and subcontractors
• Prepare and present reports, briefings, and technical materials to senior Government officials in a clear and professional manner

Required Qualifications:

• Candidate must be a United States Citizen and present proof of Citizenship, if selected
• Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field
• Minimum of 5-8 years of overall experience with increasing responsibilities in information systems management
• 3-5 years of supervisory experience
• Information Technology Infrastructure Library V4 (ITIL 4) certification
• Industry-specific certifications such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent
• Expert working knowledge of ServiceNow
• Experience in a quality assurance environment, including knowledge of customer satisfaction tracking, user complaint and monitoring programs, and quality control programs
• Excellent written and verbal communication skills, including experience in presenting material to senior Government officials
• Proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors)

Company Benefits: We take care of your well-being here at ZenPoint Solutions Our comprehensive benefits package includes health, dental, and vision insurance to keep you and your family healthy. We also offer group and voluntary life insurance for financial security, and short-term and long-term disability insurance to provide peace of mind in case of unexpected illness or injury. You'll have the option to contribute to a 401(k)-retirement plan with company matching contributions to save for the future. We also offer flexible spending accounts to help manage medical and dependent care costs on a pre-tax basis. On top of that, you'll enjoy a generous paid leave policy, including federal holidays, to maintain a healthy work-life balance. To help you grow in your career, we offer professional development opportunities and a tuition assistance program.

Commitment to Equality: At ZenPoint Solutions, we value diverse perspectives and are committed to providing equal employment opportunities. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected under applicable federal, state, or local laws.

---