DecisionPoint Corporation · 2 months ago
Service Desk Team Lead (Weekend Shift)
United States
Full-time
Remote
Senior Level
5+ years expDecisionPoint Corporation is seeking an experienced Service Desk Team Lead to support the Department of Homeland Security's Cybersecurity and Infrastructure Security Agency. This role involves overseeing a team providing IT support, managing incident and service request tickets, and ensuring high-quality service delivery during weekend shifts.
ConsultingInformation ServicesInformation Technology
No H1B
Security Clearance Required
Responsibilities
Monitor the ticket counts of individual team members and ensure tickets are closed in a timely manner
Supervise the unassigned tickets and emails that have not been picked up from the email box and ticket system monitor board
Ensure team coverage of phone, emails, and walk-ins during business hours
Ensure telephone calls are not waiting on hold for excessive periods
Personally assist with resolutions and escalations as needed
Provide “White glove” support for high priority customers/leadership as required
Set team working hours for each team member to ensure coverage throughout each assigned shift, including coverage due to planned and unplanned staff absences
Reach out to customers to resolve issues noted on satisfaction surveys
Communicate system outages and performance issues using TOC advisories
Review all outage notifications and obtain approval when needed before communicating to stakeholders
Escalate Incidents or Service Requests that are outside the scope of team’s responsibility to the appropriate tier or support group
Set Agenda and Host weekly staff meetings
Conduct TOC weekly internal status meeting with the TOC program manager
Generate monthly status reports and related contract deliverables
Conduct interviews for prospective new employees, approve time sheets, leave requests, and expense reports
Conduct individual meetings with the team members monthly to review assignments and provide performance feedback
Address individual performance issues and work with HR throughout the performance improvement process including possible staff removal
Work with the TOC program manager on staff interviews, promotions and career advancement
Qualification
Required
Must possess or be able to complete Department of Homeland Security Public Trust Investigation (Tier 1)
Bachelor's degree or equivalent experience
5 years of IT experience
Strong leadership skills and ability to manage IT staff in high-paced environment
Strong customer service and communications skills with end users, including VIP/senior government leadership
Problem solving ability and independent work ethic with minimal supervision
Familiar with enterprise ticketing systems (ServiceNow highly desired)
Microsoft Windows 11 and Office suite administration and troubleshooting knowledge required
Preferred
Knowledge of ITIL v4 and HDI best practices highly beneficial
Several years of experience in technical support, leadership and mentoring skillsets and knowledge of IT service management principles
Proven ability to train, mentor, and guide team members
Managing and coordinating a team, including performance management and resource allocation
Skills in monitoring service desk operations, tracking metrics, and generating management reports
Excellent verbal and written communication skills
A proven track record of providing excellent customer service and managing difficult situations with professionalism and empathy
The ability to make sound judgments and decisions independently
Company
DecisionPoint Corporation
DecisionPoint Corporation, a Service Disabled Veteran Owned Small Business (SDVOSB), is an innovation thought leader in the Defense and Federal communities.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Simon S. Lee
President
Recent News
Washington Technology
2024-11-23
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