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Service Desk Team Lead

Company: Netcentrics Corporation
Location: Bethesda
Posted on: June 6, 2021

Job Description:

Title: Service Desk Team Lead

Location: Bethesda, MD

Clearance: Public Trust eligibility


Provide daily supervision and direction to staff who are responsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract Serve as the first point of contact for troubleshooting hardware and software for all types of computer systems (PC and Mac), and printer problems Develop, execute, and hold staff accountable for policies and procedures that include incident identification, documentation assignment, management, and escalation Identify, recommend, develop, and implement end user and Service Desk staff knowledge articles, guides, and/or training programs to increase computer literacy and self-sufficiency Track and analyze trends in Service Desk requests; generate statistical reports to identify problem areas; devise and deliver solutions to enhance quality of service and/or department recommendations and changes Develop, improve, and implements processes and support structures to maintain exceptional service and ensures that the needs of the organization are understood and met Build customer experience objectives into team and individual goals and ensure accountability Successfully prioritize customer experience considerations into decisions and tasks Reconcile monthly account management actions Perform IT general control (ITGC) auditing actions as requested by internal and external audit teams Serve as an escalation point and incident manager Perform special projects and other duties as assigned


Bachelor's Degree in Information Technology or relevant field and 7+ years of hands on experience, including at least 3 years in a managerial/supervisory role Executive presence and demonstrated experience in leadership, coaching, empowering, and recognizing others Demonstrated knowledge of effective Information Technology Service Management (ITSM) best practices with proven execution Demonstrated understanding of desktop support, hardware and software applications, network connectivity, computer operating systems, mobile devices Relevant experience within a high operational tempo call center, IT help desk, or network operations center (NOC) Experience with ticket management and major incident management at an enterprise scale Proven ability to organize multiple priorities and manage projects and team to achieve deliverables that meet or exceed agreements and expectations Ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences Proven aptitude for strategic decision making, planning, vision, and governance for customer experience and IT support operations Ability to obtain a Public Trust security clearance As a contingency to employment at NetCentrics, all candidates who are given offers must successfully pass a background investigation including criminal history and reference checks

Preferred qualifications:

HDI or ITIL Certification Demonstrated understanding of ServiceNow Process improvement and performance optimization experience Gathering data, statistical analysis, and reporting of metrics (i.e., KRIs, KPIs) for IT operations

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

Equal Opportunity Employer/Veterans/Disabled

Keywords: Netcentrics Corporation, Bethesda , Service Desk Team Lead, Other , Bethesda, Maryland

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