Help Desk Team Lead

5 days ago

Arlington, United States The Juno Group, Inc. Full time
Job Description
We are looking for a Helpdesk leader with an active Top Secret clearance to play a multifaceted role and be responsible for all desk side support, providing all necessary personnel to fully and completely administer the hardware and software supplied to end users, ensure cohesiveness between all Tiers, and manage the day-to-day operations of services, including incident, service requests, and end-user support.

Job Title:        Help Desk Team Lead
Location:        Rosslyn, VA
Job Type:        Permanent

Responsibilities:
  • Provide supervision of all desk side personnel assigned to this contract
  • Ensure Call Center personnel adhere to all Tier 2 SOPs
  • Ensure satisfactory performance of contract task areas
  • Optimize shifts to meet fluctuations in call volumes
  • Ensure staff are trained for all ticket types
  • Ensure that projects adhere to Quality Management System, including tools and industry best practices, and that adequate status reporting, reviews, and other control tools are employed to keep projects on track and customers fully informed of status
  • Strategically work together with cross-functional teams to provide innovative, customer-focused experience


Requirements
  • Clearance – Active Top Secret with the ability to be cleared up to TS/SCI
  • IT Support Leadership – must have team lead experience with skills and ability to provide program support as a Service Desk Supervisor, manage Service Desk Queues (including application), supervise Service Desk Technicians Tier 1 and 2, take responsibility over the daily operation of the Service Desk team, coordinate and manage service desk schedule (including part-timers), and provide weekly and monthly reports
  • Ticketing System – ServiceNow, AccessDS
  • Soft Skills - works well with a team, always exhibits excellent customer service skills, self-motivated, seeking ways to improve the environment


Requirements
Clearance – Active Top Secret with the ability to be cleared up to TS/SCI IT Support Leadership – must have team lead experience with skills and ability to provide program support as a Service Desk Supervisor, manage Service Desk Queues (including application), supervise Service Desk Technicians Tier 1 and 2, take responsibility over the daily operation of the Service Desk team, coordinate and manage service desk schedule (including part-timers), and provide weekly and monthly reports Ticketing Experience – ServiceNow and AccessDS Soft Skills - works well with a team, always exhibits excellent customer service skills, self-motivated, seeking ways to improve the environment

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