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Helpdesk Team Lead

Employer
Ambit Group, LLC.
Location
Vienna, VA
Closing date
Mar 21, 2019

View more

Industry
Other
Function
Help Desk Technician, IT
Hours
Full Time
Career Level
Experienced (Non-Manager)
Overview The Ambit Group is a Woman-Owned, Service-Disabled Veteran-Owned Business providing management services to the public and private sectors. Our motto is We get the mission of government done. Smarter. Faster. And cheaper." We embody the name of the firm in our culture. Our ambit, or sphere of influence, is one in which all members have a voice and all are committed to outcomes. We understand that work, family and community co-exist, when any element is out of balance, all suffer. Our policies are family-centric, provide flexible work schedules, job sharing and cross-training that meet client requirements and support our employees. We focus on more than the task at hand, we focus on the entirety of our ambit. There is no job too large and no task too low we function as ONE. We are currently seeking a Helpdesk Team Lead for a proposal opportunity. This position will be part of the telecommunications program at a government agency located in the DC metro area. The Mobility Service Center (MSC) Team Lead will manage a portion of a helpdesk team that supports all telecommunications, wireline, wireless, and satellite, and be the lead and subject matter expert for wireline, satellite, or wireless. This role will work closely with other MSC Team Leads who will manage the balance of the helpdesk team and also serve as team leads and subject matter experts. Given the nature of the contract there will be times where overtime is required to meet clientrsquos needs and deliverables. Responsibilities Track the performance, schedule, work and operation of the mobility service center, telecommunications helpdesk Define priorities and establish process standards to ensure consistency and quality of deliverables Monitor and respond quickly and effectively to client requests Monitor MSC queue and ensure timely follow up and closure of tickets Review staff metrics and coach staff as needed Review and document processes Qualifications Required 7 years of experience in telecommunications, including wireline andor satellite technology Preferred PMP certification or willing to obtain within 1 year

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