Service Desk Lead
: Job Details :


Service Desk Lead

S2i2

Location: Washington,DC, USA

Date: 2024-10-08T15:13:53Z

Job Description:

Title: Service Desk Lead

Location: Washington, DC

Description

S2i2 is currently seeking a motivated and experienced Service Desk Lead to oversee and manage the day-to-day operations of the Service Desk team. The Service Desk Lead will be responsible for ensuring timely and effective technical support, providing leadership to support staff, and working closely with IT teams to ensure high-quality service delivery. The ideal candidate will have strong technical knowledge, excellent problem-solving skills, and a proven ability to lead and mentor a team.

Responsibilities:

  • Provide recommendations of functional and technical requirements for new Service Desk projects.
  • Install, configure, and maintain ServiceNow and ServiceNow packages.
  • Troubleshoot and resolve basic to complex issues and in cases where an issue cannot be resolved remotely, deliver troubleshooting steps and recommendations to Tier 2 or/and Tier 3 support team.
  • Manage efforts using formal project management tools, IT Service Management methodologies, and standards.

    • Experience and Certification Requirements:

  • 15 years of relevant experience
  • Project Management Professional (PMP) / Agile PM
  • CompTIA A+ within 6 months of onboarding
  • HDI-CSR, Microsoft 365: Modern Desktop Administrator Associate, OR ITIL 4+ Foundation Certification
  • Experience in managing Service Desk Operations - day to day operations.
  • Experiencing meeting and exceeding Service Desk SLAs
  • Experience leading a team responsible for addressing tickets in ServiceNow preferred

    • About S2i2

    S2i2 is a growing company with a supportive and inclusive culture and many opportunities for professional development and growth. We have created a supportive, family-like work environment where contributions are recognized. Regular company updates and open lines of communication with leadership fosters collaboration within the company.

    We are proud to include:

    • Support to achieve professional certifications and degrees
    • Leadership that is accessible to all employees
    • Regular company updates including Ed Talks with the CEO
    • Client networking social engagements
    • Monthly team-building activities (past examples: Top Golf)
    • Supporting our community - including veterans

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

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