Service Desk Lead
: Job Details :

Provides daily supervision and direction to service desk staff who are responsible for phone, email and in-person service desk support in the areas of standard desktop applications, troubleshooting hardware/software, workstation builds, printer problems, network, and systems support. Oversees the service desk operations, systems, tools, policies, procedures, and practices and creating and managing work schedules, and ensuring staff adhere to process and policy requirements. Serves as the Incident Manager responsible for managing events that impact desktops, network, system, or service support. Advise and assist in the support of new system rollouts and upgrades by contributing to implementation plans and/or training sessions. Performs needs analysis, designs, develops, coordinates, and promotes computer education programs for staff using a variety of delivery techniques including classroom, offsite, and web-based training. Activities will require substantial contact with users of all levels. May participate in planning and analysis efforts related to hardware/software deployment. May participate in efforts to evaluate, test, and introduce new technology and approaches. Follows approved procedures and quality standards. This role will be fully onsite in Raleigh, North Carolina and require eligibility to obtain a Public Trust. B.S. in Computer Science, Information Technology Management or Engineering or related Or Four years of related experience may be substituted for the education degree requirement established for this key personnel function. Minimum 4 years of experience managing and IT service desk or IT service desk teams. Experience with ServiceNow or similar ticketing system. Experience working on complex problems where analysis of situations or data requires an in-depth evaluation of various factors. Must be able to effectively communicate with Government representatives both orally and in writing. Experience successfully fulfilling requests and meeting SL Service Desk Lead