Help Desk Lead

Description:

We are seeking a Help Desk Lead to support a law enforcement customer in Washington, DC. This position is contingent on contract award, and in this role you will: Be responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III, (e.g., Tier I (phone and e-mail), Tier II (on-site, floor), Tier III (advanced hardware and software break/fix)), and Asset Management. Lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services. The Service Desk Manager shall provide support to a customer base of over 3,200 users in a high-profile environment. Be required to be onsite in downtown Washington, DC five (5) days per week.

Requirements:

Possess an active Information Technology Infrastructure Library V4 (ITIL 4) certification. Minimum of 5 years' overall experience with increasing responsibilities in information systems management. 3-5 years supervisory experience Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field Industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent Candidates must be willing and able to pass a customer background check, equivalent to Public Trust level Expert working knowledge of ServiceNow Experience in a quality assurance environment that includes, at a minimum, 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) Help Desk Lead 5.0 5.0 out of 5 stars Gainesville, VA 20156 MSM Technology, LLC 6 reviews

Description:

We are seeking a Help Desk Lead to support a law enforcement customer in Washington, DC. This position is contingent on contract award, and in this role you will: Be responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III, (e.g., Tier I (phone and e-mail), Tier II (on-site, floor), Tier III (advanced hardware and software break/fix)), and Asset Management. Lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services. The Service Desk Manager shall provide support to a customer base of over 3,200 users in a high-profile environment. Be required to be onsite in downtown Washington, DC five (5) days per week.

Requirements:

Possess an active Information Technology Infrastructure Library V4 (ITIL 4) certification. Minimum of 5 years' overall experience with increasing responsibilities in information systems management. 3-5 years supervisory experience Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field Industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent Candidates must be willing and able to pass a customer background check, equivalent to Public Trust level Expert working knowledge of ServiceNow Experience in a quality assurance environment that includes, at a minimum, 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)