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MSM Technology · 4 months ago

Help Desk Lead

Washington, DC

Full-time

Onsite

Mid, Senior Level

$105K/yr - $115K/yr

5+ years exp

MSM Technology is seeking a Help Desk Lead to support a law enforcement customer in Washington, DC. In this role, you will manage Help Desk support across multiple tiers and lead a team of technicians providing technical support to over 3,200 users.

Information TechnologyIT InfrastructureProject ManagementTelecommunications

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Be responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III, (e.g., Tier I (phone and e-mail), Tier II (on-site, floor), Tier III (advanced hardware and software break/fix)), and Asset Management

Lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services

The Service Desk Manager shall provide support to a customer base of over 3,200 users in a high-profile environment

Be required to be onsite in downtown Washington, DC five (5) days per week

Qualification

ITIL 4 certificationServiceNowCompTIA A+ certificationMCSEHDI certificationSupervisory experienceQuality assurance experienceProblem resolutionEmployee relationsCommunication skills

Required

Possess an active Information Technology Infrastructure Library V4 (ITIL 4) certification

Minimum of 5 years' overall experience with increasing responsibilities in information systems management

3-5 years supervisory experience

Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field

Industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent

Candidates must be willing and able to pass a customer background check, equivalent to Public Trust level

Expert working knowledge of ServiceNow

Experience in a quality assurance environment that includes, at a minimum, knowledge of: customer satisfaction tracking; user complaint and monitoring programs; and quality control programs

Excellent written and verbal communication skills, including experience in presenting material to senior Government officials

Proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors)