Help Desk Lead

The Help Desk Lead also plays a key role in developing strategies to improve efficiency and user satisfaction.

The Help Desk Lead is an onsite role that oversees the day-to-day operations of the IT Help Desk, ensuring the provision of high-quality technical support to end-users. This role involves supervising the help desk team, managing incident resolution, maintaining service levels, and implementing best practices for IT support. The Help Desk Lead will also create, update, catalog, and provide SOP documentation and system configuration processes to the Government. Additionally, the Help Desk Lead will attend and participate in monthly meetings with the Contracting Officer’s Representative (COR). The lead will provide after-hours support when needed.

Key Responsibilities

Leadership and Supervision

• Supervise and mentor help desk staff, including hiring, training, performance evaluations, and career development.
• Assign tasks and responsibilities to team members based on skills and workload.
• Foster a positive and collaborative team environment.

Technical Support

• Provide technical support and troubleshooting for hardware, software, and network issues.
• Escalate complex issues to higher-level IT staff or external vendors as necessary.
• Ensure timely resolution of incidents and service requests according to SLAs.

Process Management

• Develop, implement, and maintain help desk policies and procedures.
• Monitor help desk performance metrics and prepare regular reports on team performance, ticket resolution times, and user satisfaction.
• Continuously improve help desk processes to enhance service quality and efficiency.

Customer Service

• Ensure high levels of customer service and support are delivered consistently.
• Address user complaints and feedback, implementing changes to improve service satisfaction.
• Communicate with users to understand their needs and provide effective solutions.

System Management

• Maintain and manage help desk software and tools.
• Ensure that help desk systems are up-to-date and aligned with the latest IT standards and best practices.
• Monitor and manage IT assets and inventory.

Collaboration and Communication

• Work closely with other IT teams and departments to ensure seamless support and service delivery.
• Communicate effectively with stakeholders at all levels of the organization.
• Participate in IT projects and initiatives, providing insights and support from a help desk perspective.

Qualifications

Education and Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT support, with at least 2 years in a supervisory role.
• Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft Certified Professional) are preferred.
• Must be able to obtain a security clearance 

Skills and Competencies

• Strong leadership and team management skills.
• Excellent problem-solving and analytical abilities.
• Proficiency in help desk software and IT service management (ITSM) tools.
• Exceptional customer service and communication skills.
• Ability to manage multiple tasks and prioritize effectively.
• Knowledge of current IT trends and best practices

This a hybrid position.