IT Help Desk Lead

Telesis Corporation
Washington, DC
Nov 15, 2022
Nov 30, 2022
Full Time
We are a team of 13 IT professionals providing support to a government organization of approximately 1,200 users. We are seeking candidates having training and experience providing IT help desk support and managing day to day help desk operations.The IT Helpdesk Lead assists the User Services Manager in providing direction and assistance to the Telesis Help Desk Team while ensuring they are providing outstanding customer support. In this role you will ensure that the team is meeting all customer expectations and you will utilize metrics to improve customer service and help desk processes. Specifically:* Provide day to day oversight for the help desk operation to ensure incidents and service requests and escalations are dealt with in a timely fashion.* Work with Project Manager in coordinating and scheduling help desk technician work to accommodate desk side and phone support for the entire organization while meeting special projects timeline.* Serves as subject matter expert and escalation point to personnel in the help desk support team.* Maintain both the ticketing system (ServiceNow) and knowledge base to ensure accuracy.* Measure and report on service delivery performance metrics including customer satisfaction follow ups, request and incident ticket statistics via ServiceNow.* Manage the life cycle of all issues, primary objective are: to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.* Escalate higher priority issues to System Administrator, Network Administrator, Network Team, and/or Operations for in-depth analysis.* Assist with training Helpdesk staff with new internal processes and procedures.*Qualifications** A Bachelor's degree in information technology, computer science, engineering, or equivalent degree (or) ten years' work experience in related field.* At least five (5) years of progressive IT experience, to include three (3) at a similarly complex organization.* One or more certifications in the IT field (A+, ITIL, etc.) are preferred. Candidate should have either a bachelor's degree or 10 years' work experience in a related field.* Must have excellent communication skills (oral and written).Job Type: Full-timeBenefits:* 401(k) matching* Dental insurance* Employee assistance program* Employee discount* Flexible schedule* Flexible spending account* Health insurance* Health savings account* Life insurance* Paid time off* Professional development assistance* Referral program* Tuition reimbursement* Vision insuranceSchedule:* Monday to FridayAbility to commute/relocate:* Washington, DC 20565: Reliably commute or planning to relocate before starting work (Required)Experience:* IT Help Desk: 5 years (Preferred)Work Location: Hybrid remote in Washington, DC 20565