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Smart Data Solutions · 3 months ago

Service Desk Support Lead

United States

Full-time

Remote

Mid Level

3+ years exp

Smart Data Solutions is a growing innovative information technology and services solution provider, focused on delivering high-quality customer support. The Service Desk Support Lead will oversee service desk operations, manage a team of customer support representatives, and ensure efficient service for United States Capitol Police users.

ConsultingHealth CareInformation TechnologyIT ManagementMedicalOutsourcingSoftware

No H1B

U.S. Citizen Only

Responsibilities

Provide timely and cost-effective technical support for the service desk portal, ensuring accurate inventory management of radio assets and accessories, as well as processing equipment requests and returns

Support the inventory software system by implementing coding edits and enhancements for improved performance

Assist with ancillary radio project support as needed

Improve radio fleet management by enhancing preventive maintenance processes, device programming, and annual inventory compliance

Develop and maintain documentation and technical checklists for preventive maintenance procedures, ensuring timely diagnosis and minor equipment repairs

Accurately collect, document, and report all records related to the radio fleet, including:

Device locations, nomenclature, and maintenance hours in service

Radio frequency performance levels per device

Count of radio fleet devices that are out of service

Identification of failure conditions that require preventive measures to avoid recurrence

Number of serviced radio fleet devices over 30-, 60-, and 90-day periods

Overall fleet readiness for ad-hoc special event incident briefings

Inventory of devices, parts, and associated components to ensure compliance during annual audits

Implement a comprehensive inventory management process to track and account for all equipment managed through the service desk

Introduce and maintain the use of RF-ID tagging and asset management for enhanced inventory tracking

Deploy and manage industrial vending machines to distribute radio service assets at designated division offices, as identified by the COR. Maintain inventory levels and ensure timely restocking of vending machines as needed at each location

Qualification

Service desk managementITIL Foundation certificationProblem-solving skillsLeadership skillsCustomer service skillsGovernment environment experienceCommunication skills