Service Desk Lead

To provide information technology support to Portfolio Acquisition Executive (PAE) Fires, Office of the Chief Information Officer (OCIO), Information Management Area Services (IMAS). The primary tasks are: facilitate the digital transformation of PAE Fires. This includes the adoption and integration of advanced digital technologies, processes, and practices to enhance operational efficiency, decision-making, and overall mission effectiveness.

Responsibilities

• Experience in leading customer-facing IT support; receiving, logging, routing, resolving, and tracking trouble calls;
• Experience in hardware/software troubleshooting; technical guidance; service-level performance; reporting; and customer satisfaction.
• Oversee and lead a team of Service Desk personnel. Deploy technicians and assign tasks based on skills needed to remedy individual events and incidents.
• Training Service Desk personnel to optimize their performance for customer satisfaction and provide on-going training for continued development.
• Manage tickets and queues. Monitor dashboards for customer requests and incidents, customer satisfaction, and first call resolution; incoming phone calls; and email queues.
• Work with leadership to support interviewing, orientation, and onboarding
• Implement solutions based on client needs, such as ensuring that all hardware and software works properly and is installed or deleted as needed.
• Monitor systems and network to ensure proper management of information technology.
• Use documentation within the knowledge base to assist end users and work with team members to establish and maintain documentation.

Qualifications

• Bachelor's degree and 5+ years of related work experience
• DoD 8140 certifications
• Service desk experience in a DoD envoicenment
• TS/SCI eligibility
• Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines.
• Exceptional customer service and interpersonal skills with the ability to communicate effectively, both verbally and in writing with end users in a pleasant and helpful manner in high stress situations.
• Experience working in a team-oriented, collaborative environment.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status