Help Desk Lead

Job Summary

We are seeking a Help Desk Lead to support a law enforcement customer in Washington, DC. This position is contingent on contract award.

• Overall management support and coordination for Help Desk support for Tier levels I/II/III (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, supporting over 3,200 users.
• Operate onsite in downtown Washington, DC five days per week.

• 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 related discipline.
• Industry specific certification such as CompTIA A+, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent.
• Must be willing and able to pass a customer background check equivalent to Public Trust level.
• Expert working knowledge of Service Now.
• Experience in a quality assurance environment including customer satisfaction tracking, user complaint and monitoring programs, and quality control programs.
• Excellent written and verbal communication skills, including experience presenting material to senior Government officials.
• Proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or subcontractors).

$105,000–115,000

Mid‑Senior level

Full‑time

Information Technology

IT Services and IT Consulting