Service Desk Lead

Overview

To provide information technology support to Portfolio Acquisition Executive (PAE) Fires, Office of the Chief Information Officer (OCIO), Information Management Area Services (IMAS). The primary tasks are: facilitate the digital transformation of PAE Fires. This includes the adoption and integration of advanced digital technologies, processes, and practices to enhance operational efficiency, decision-making, and overall mission effectiveness.

Responsibilities

• Experience in leading customer-facing IT support; receiving, logging, routing, resolving, and tracking trouble calls;
• Experience in hardware/software troubleshooting; technical guidance; service-level performance; reporting; and customer satisfaction.
• Oversee and lead a team of Service Desk personnel. Deploy technicians and assign tasks based on skills needed to remedy individual events and incidents.
• Training Service Desk personnel to optimize their performance for customer satisfaction and provide on-going training for continued development.
• Manage tickets and queues. Monitor dashboards for customer requests and incidents, customer satisfaction, and first call resolution; incoming phone calls; and email queues.
• Work with leadership to support interviewing, orientation, and onboarding
• Implement solutions based on client needs, such as ensuring that all hardware and software works properly and is installed or deleted as needed.
• Monitor systems and network to ensure proper management of information technology.
• Use documentation within the knowledge base to assist end users and work with team members to establish and maintain documentation.

Qualifications

• Bachelor's degree and 5+ years of related work experience
• DoD 8140 certifications
• Service desk experience in a DoD envoicenment 
• TS/SCI eligibility
• Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines. 
• Exceptional customer service and interpersonal skills with the ability to communicate effectively, both verbally and in writing with end users in a pleasant and helpful manner in high stress situations.
• Experience working in a team-oriented, collaborative environment.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status