Service Desk Team Lead (Day Shift)

Overview

DecisionPoint is seeking an experienced Service Desk Team Lead to join our team supporting the Department of Homeland Security (DHS) Cybersecurity and Infrastructure Security Agency (CISA) Technology Operations Center (TOC) in Arlington, Virginia. This position is on government site at 4601 N. Fairfax Ballston One. It is the first line of IT support for the CISA environment supporting CISA end users, with a team of subordinate contractor staff reporting to the Team Lead. The TOC team responds to incident and service request tickets, providing support including but not limited to installation, setup, upgrade, and compliance of software, system applications, account activations and deactivation, and desktop tools. The team also escalates to higher lever tiers when the tier 1 cannot assist.

This position is fully on-site in Arlington, VA.

Duties & 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.

Qualifications

• 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.

Desired Experience:

• 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.

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.