Digital Consultants LLC · 2 days ago
Service Desk Lead
Alexandria, VA
Full-time
Onsite
Senior Level, Lead/Staff
9+ years expDigital Consultants LLC is a certified SBA 8(a) small, disadvantaged business that supports multiple IT customers within the Federal, civilian, and private sectors. They are seeking a Service Desk Lead to manage IT Service Desk operations, oversee Tier 1 staff, and ensure effective IT support while maintaining high customer satisfaction.
ConsultingInformation TechnologyNetwork Security
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Supervise and direct daily activities of service desk specialists and desktop support staff
Manage ticket queues, incident escalation, and resolution performance in ServiceNow
Ensure timely response and resolution of end-user requests across NIPRNet, SIPRNet, and JWICS networks
Monitor SLAs, including response time, resolution rates, and call/chat abandonment thresholds
Enforce quality control by verifying accurate incident routing and preventing misrouted tickets
Oversee completion of IT service requests (hardware/software installs, moves, adds, changes, and disposals) within required timelines
Conduct customer satisfaction surveys, analyze results, and provide improvement recommendations
Provide direct and priority support to senior leadership as required
Prepare and deliver required service desk reports, metrics, and regulatory compliance documentation
Collaborate with knowledge/content management teams to maintain service desk documentation and user guides
Train, mentor, and evaluate service desk staff to ensure professional growth and consistent service delivery
Act as the liaison between end users, technical resolver groups, and government stakeholders to address issues and improve support services
Qualification
Required
Clearance Required (if any) : Secret
Bachelor's degree from an accredited university in computer science, information systems, business administration, information technology
Required: IAT Level II cert AND IAM Level II certifications
9 years' experience in helpdesk/desktop support roles to include incident management, problem management, service request fulfillment, remote troubleshooting, hardware and software support, and customer service
3 years' experience managing technical personnel, including performance management training, scheduling, workload assignment, coaching, and conflict resolution
2 years' experience with ServiceNow platform and M365 products in a production environment, with configuration and leveraging experience for ServiceNow Incident Management, Knowledge Management, Service Catalog, SharePoint, M365 Teams, and Exchange Online
Preferred
Information Technology Information Library (ITIL) v3 or later
Benefits
Paid Time Off (PTO)
Group health plans
Income protection and supplemental benefits
401(k) plan with company matching Health Savings Account (HSA)
Flexible Spending Account (FSA)
Pet insurance options
Employee Assistance Program (EAP)
Company
Digital Consultants LLC
Digital Consultants LLC, a Small Business Administration certified 8(a) Small Business, has served the needs of our clients within the federal sector for more than 18 years.
51-200 employees
Funding
Current Stage
Growth StageRecent News
2024-11-04
Company data provided by crunchbase