Job Description

Innovative, Secure, and Outcome-Based Solutions

A Help Desk Lead job in Washington, DC (20565) is currently available through Belcan at one of our key federal clients. To be considered for this role, you will have a BS in a relevant field and 5 years of relevant experience.

This position has oversight of a Tier 1 / Tier 2 Help Desk team of approximately 10 technicians and requires strong people/resource management skills while also being able to assess and resolve technical issues/tickets.

Job Duties:

• Provide day-to-day oversight of daily helpdesk activities to ensure incidents, requests, and escalations are assigned in a timely fashion.
• Prioritize tickets and allocate resources to confirm an appropriate resolution for customers.
• Provide guidance regarding daily ticket updates to promote customer communications.
• Ensure the team is meeting all customer expectations using metrics to improve customer service and helpdesk processes.
• Support the User Services Manager in providing direction and assistance to the Helpdesk Team while ensuring they are providing outstanding customer support.
• Work with the Project Manager in coordinating and scheduling Helpdesk technician work to accommodate desk side and phone support for the entire organization while meeting special project timelines.
• Proactively identify opportunities to optimize and enhance Helpdesk services, support, and new technology adoption.
• Serve as subject matter expert and escalation point to personnel in the Helpdesk support team.
• Maintain both the ticketing system (ServiceNow) and knowledge base to ensure accuracy.
• Measure and report on service delivery performance metrics including customer satisfaction follow-ups, request, and incident ticket statistics via ServiceNow.
• Manage the life cycle of all issues, with primary objectives to prevent problems and resulting incidents from happening, eliminate recurring incidents, and minimize the impact of incidents that cannot be prevented.
• Escalate higher priority issues to System Administrator, Network Administrator, Network Team, and/or Operations for in-depth analysis.
• Train Helpdesk staff with new internal processes and procedures.

Required Qualifications:

• Must have US Citizenship, be a Permanent resident, or hold a Green Card.
• A Bachelor's degree or 10 years' work experience in a related field.
• At least five (5) years of progressive IT experience, including three (3) at a complex organization.
• ITIL certified with a proven track record of applying it to Helpdesk Operations.
• Strong team management skills to keep the team agile and focused on evolving priorities.
• Strong customer service skills to handle VIP/white glove needs and scenarios.
• Experience creating, updating, and enforcing SOPs, KB resources, and technical documentation.
• Expertise in the ServiceNow ticketing system for tracking and resolving both incidents and requests opened by user calls.
• Experience in installing and troubleshooting OA systems in user organizations.
• Ability to manage competing priorities with little direction.
• Knowledge of Microsoft and Apple office automation environments (hardware, software, and tools) and evolving trends.

Preferred Qualifications & Skills:

• Ability to stay current with evolving IT technology, e.g., Endpoint management tools (e.g., Ivanti, JAMF, SmartDeploy, etc.), network and wireless connectivity, latest software releases, etc.
• Ability to measure the effectiveness of customer service and make adjustments in service to increase user satisfaction.

Compensation:

We provide a competitive pay and benefits package. This position offers a salary range of $100,000 to $110,000. Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

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