Help Desk Lead (with CIAC certification) jobs in United States
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Ascella Technologies, Inc. · 5 hours ago

Help Desk Lead (with CIAC certification)

positionWashington, DC
timeFull-time
remoteOnsite
senioritySenior Level

Ascella Technologies, Inc. is a minority-owned small business dedicated to delivering value-added services and technology-based solutions for Federal agencies. They are seeking an experienced Help Desk Lead to oversee the Tier 1 Help Desk team, manage ticket workflows, train staff, and ensure high levels of customer service.

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Comp. & BenefitsbadNo H1BnoteU.S. Citizen Onlynote

Responsibilities

Oversee and manage all aspects of the Tier 1 Help Desk team
Train Tier 1 staff and address performance issues
Ensure coverage and adherence to work schedules
Identify and escalate urgent issues or ticket surges to management
Monitor team performance to ensure professionalism and efficiency

Qualification

Help Desk leadershipCIAC CertificationTicket management systemsIndustry best practicesMulti-taskingAnalytical skillsCommunication skillsAttention to detailSelf-motivated

Required

Bachelor's Degree or higher from an accredited college or university
Proven experience leading a Help Desk team
CIAC Certification or equivalent
Experience following industry-standard best practices for Help Desk support
Experience with ticket management systems like Remedy or ServiceNow
Ability to provide weekly coverage reports and performance metrics
Strong verbal and written communication skills is a must
Ability to effectively and efficiently multi-task, prioritize, and carry out projects through to completion with minimal supervision
Ability to maintain a high level of accuracy and attention to detail
Demonstrated analytical, reasoning, planning, and problem-solving abilities
Self-motivated, proactive, and independent thinker with high energy/positive attitude
U.S. Citizenship required
Position will require a Public Trust background investigation

Benefits

4% contribution to 401(k)
Performance bonus
Profit-sharing
Medical
Dental
Vision
Life
Disability
401(k)…and more

Company

Ascella Technologies, Inc.

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Who We Are Ascella's founders are all veterans of the IT industry.
dateFounded in 2002
location
Herndon, Virginia, USA
people-size51-200 employees
web-link
https://www.ascellatech.com

Funding

Current Stage
Growth Stage

Leadership Team

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Chris Stauffer
Chief Operating Officer
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Company data provided by crunchbase