Help Desk Lead

Help Desk Lead

The Opportunity:

Provide in-depth support and lead problem solving and implementation efforts for specific technology products or applications. Apply leading-edge principles, theories, and concepts and contribute to the development of new principles and concepts. Work on unusually complex problems and provide highly innovative solutions. Operate with substantial latitude for unreviewed action or decision, and mentor or supervise employees in both company and technical competencies.

You Have:

5+ years of experience in IT service management

Experience with remote desktop management, enterprise device provisioning, and IT asset tracking

Experience in ITIL service management principles, troubleshooting methodologies, and ticketing system administration with tools such as JIRA and ServiceNow

Experience managing a help desk team, implementing IT support workflows, and ensuring Service Level Agreement (SLA) compliance

Ability to lead and manage a technical help desk team, ensuring high-quality IT support services for cloud-based and on-premises environments

TS/SCI clearance

Bachelor's degree

Nice If You Have:

Possession of excellent customer service, team leadership, and incident resolution skills

Master's degree

ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate, or CompTIA A+ Certification

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information