Service Desk Team Lead

Position Title: Service Desk Team Lead

Location: Indian Head, Maryland, United States

Department: Information Technology

Work Type: Full time

Workplace Type: On-site

Resource Management Concepts, Inc. (RMC) provides high-quality, professional services to government and commercial sectors. Our mission is to deliver exceptional management and technology solutions supporting the protection and preservation of the people and environment of the United States of America.

RMC is hiring for a Service Desk Team Lead to support our customers at the NSWC IHEODTD, in Indian Head, MD (Mainside). The selected applicant will provide virtual collaboration technology support to US Navy Systems. The ideal candidate will have a variety of experience providing support to command personnel of all levels with Microsoft based solutions across the DoD.

Responsibilities:

• Provide management and oversight of Service Desk ticket queue and day-to-day operations

• Coordinate and plan emergency and priority tickets with customer and team to completion
• Manage Excess process with the Government POC and train team members on proper equipment removal and documentation
• Serve as subject matter expert and provide Tier III support or coordinate escalation with System Administration team and provide oversight of ticket status
• Provide overall ownership of customer tickets and resolution
• Measure, monitor and review team performance regularly and provide suggestions on any needed tools, training, documentation and process changes to improve the team’s performance
• Support any needed implementations for team changes, tasks and/or improvements
• Ensure the Service Desk Team is operational, and team has coverage at all times
• Train new Service Desk personnel on the teams’ processes and assist in team members skill growth
• Candidate will demonstrate effective management level communication skills, written and verbal, by providing clear, relevant, and timely status updates and message response
• Create and maintain team documentation
• Approve employee timesheets within company guidelines
• Maintain IT Infrastructure end-point devices including but not limited to computers, printers, phones (desk and mobile), and audio-visual equipment
• Install and configure authorized workstation hardware and software
• Diagnose and resolve hardware and software issues
• Maintain end-point data backups and ensure integrity
• Lead and assist with projects as needed

• Minimum of 3 years of experience supporting system administration for DoD or Federal Programs
• DoD 8570.01M IAT Level II Certification with Continuing Education (CE) (GSEC, CompTIA Security+ CE, SCNP, SSCP)
• Experience providing Tier II/III end user desktop support services.
• Strong understanding of IT Management and associated cybersecurity principles to include cybersecurity policy, network security, and digital forensics
• An active DoD Secret clearance is required to start. A Top Secret Clearance will be required. Applicant selected may be subject to a security investigation and must meet eligibility requirements for access to classified information.

At RMC, we're committed to your career growth! RMC differentiates itself from other firms through its investment in our employees. We invest our resources to train, certify, educate, and build our employees.

RMC can offer you a great place to work with a small company feel and give you the experience, tuition assistance, and certifications that will take your career to the next level. This also includes a competitive paid vacation package with 11 paid federal holidays. Additionally, we also offer high-quality, low-deductible healthcare plans, pet insurance, and a competitive 401K package.

Salary at RMC is determined by various factors, including but not limited to location, a candidate's specific combination of education, knowledge, skills, competencies, and experience, as well as contract-specific requirements. The current salary range for this position will be $80,000 to $120,000 (annually).

Equal employment opportunity, including veterans and individuals with disabilities.

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