Service Desk Site Lead

Description

The Service Desk Site Lead will serve as the primary escalation point for customer and technician issues and will interface with the Program Manager to drive process improvement and service delivery performance for the Army Research Laboratory in Adelphi, MD. The Service Desk (ESD) is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints.

This role is Remote from anywhere within the United States.

• Oversee Tier I and Tier II ticket management, Queue managers, and Quality Assurance Analysts.
• Responsible for ticket assignment for completion.
• Responsible and leads for quality control processes, service improvement and performance monitoring, and problem management.
• Provide Tier II service desk support for end-user PC, server, mainframe applications, and hardware requests.
• Recommend system modifications to enhance the usability of Information Systems and network resources.
• Route and escalate requests to Tier III and other teams for quick customer issue resolution.
• Work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems.

Qualifications

EDUCATION AND EXPERIENCE:

• Must have a BA/BS in computer sciences or information technology and 6+ years of experience; additional experience may be considered in lieu of a degree.
• Preference of at least ten (10+) years of relevant experience working in an IT or Service Desk environment.
• Prior leadership of a technical team highly preferred.

CLEARANCE REQUIREMENT:

• Must have an active Secret clearance. Citizenship required.

CERTIFICATION REQUIREMENT:

• IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE).

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.