EOE Statement Key Concepts Knowledgebase is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), reproductive health decisions, marital status, personal appearance, matriculation, political affiliation, credit information, employment status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, homeless status, or any other status protected by federal, state, or local laws. DescriptionPosition Summary/Overview: Key Concepts Knowledgebase, LLC., is seeking an IT Service Desk Team Lead for a project at a large NIH support organization. The successful candidate will work with our IT managers, engineers, technicians, and the client to ensure the expectations of both parties are fulfilled in a timely, cost-effective manner. Position RequirementsThe responsibilities are as follows:
- The IT Service Desk Team Lead will oversee all service desk issues in all tiers (Tier 1, Tier 2, and Tier 3).
- Additionally, the Team Lead will also provide direct support to Tier 3 issues. Activities will include not only scheduling and coordination of support resources, but also the evaluation and resolution of specific technical issues in a clinical and scientific research environment.
- The IT Service Desk Team Lead will manage and direct the resolution of all complex technical issues. In doing so, the IT Service Desk Team Lead may conduct root-cause analyses with all IT issues that arise, and subsequently, create the necessary follow up documentation.
- Additionally, the IT Service Desk Team Lead will report out to both technical and non-technical stakeholders.
- The IT Service Desk Team Lead will contribute to the continuous updating of the IT Environment and will provide leadership and guidance to all tier levels.
- Furthermore, the IT Service Desk Team Lead will provide team coordination and assistance with necessary tier tickets. In doing so, the IT Service Team Lead will update ServiceNow records, daily, and confirm that all necessary tickets are resolved and documented.
- These actions will also be completed in relation to escalation management necessitates and the IT Service Desk Team Lead must ensure a timely resolution with all end-users. Additionally, the IT Service Desk Team Lead will monitor all team performance and provide feedback on team efficiency and incident resolution.
- Lastly, the IT Service Desk Team Lead will oversee all maintenance and updates on the knowledge base using troubleshooting guidelines and solutions.
Qualifications:Knowledge, Skills and Abilities:
- Must be detail-oriented, organized, and can work under tight deadlines
- Federal contract work experience;
Technical Requirements (required and desired - specify): Required-
- Bachelor's degree in Computer Science, Information Systems, Engineering, Business or other related discipline
- 5+ years of helpdesk experience in a government helpdesk environment
- 5+ years of experience of management and oversight of IT Service Desk Tier levels on government project and/or program
- Experience in project development from inception to deployment
- Demonstrated ability to manage projects of various types and complexity
- Demonstrated history of strong leadership skills
- Experience communicating effectively with technical, non-technical, and executive-level customers, both written and orally - showcasing the ability to articulate technical concepts to non-technical audiences
- Experience directing teams in the implementation of new or enhanced technical capabilities, as directed by the client
- Extensive knowledge and hands-on experience in managing both technical and non-technical facets of IT support services within the Federal Government
- Experience using ServiceNow
- Experience with Knowledge Base Maintenance and updating and troubleshooting the guides and solutions
Desired:
- NIH experience
- Public Trust
Training and Certifications:Other:
- Must be able to obtain and/or pass a public trust background check.
Full-Time/Part-Time Full-Time Position IT Service Desk Team Lead Location Bethesda This position is currently accepting applications.