Plateau GRP is seeking an experienced and customer-focused Senior Help Desk Specialist to support a key U.S. Federal client in Lenexa, Kansas. This role serves as the primary on-site lead responsible for overseeing the daily operations of the IT Help Desk and ensuring exceptional service delivery to end users.
The ideal candidate will possess strong technical troubleshooting expertise, leadership experience, and a deep understanding of federal IT support environments, ITIL service management principles, and ServiceNow operations. This position requires the ability to manage escalations, support VIP and remote users, maintain SLA performance, and provide hands-on leadership to technical support teams.
Key Responsibilities:- Lead and supervise day-to-day Help Desk operations supporting a U.S. Federal client environment
- Provide end-to-end technical support and just-in-time user training for authorized users of IT services
- Identify, research, troubleshoot, and resolve complex technical issues across hardware, software, network, and user environments
- Create, manage, and enforce escalation procedures to ensure timely issue resolution and customer satisfaction
- Monitor service desk queues, incident trends, and performance metrics to maintain established SLAs and service objectives
- Document, track, and monitor incidents, requests, and problems through resolution using ServiceNow
- Support remote users and VIP users with a high level of professionalism and responsiveness
- Apply ITIL v4 concepts, practices, and procedures to improve operational effectiveness and service delivery
- Develop and refine service desk processes, workflows, and operational documentation
- Coordinate with project managers, engineers, cybersecurity personnel, and customer stakeholders to resolve technical issues
- Assist with reporting, performance management, staffing coordination, and continuous improvement initiatives
- Lead or direct the work of junior Help Desk personnel as needed
- Ensure compliance with federal IT security standards, policies, and operational procedures
Technical Skills- ServiceNow
- ITIL Service Management
- Incident & Problem Management
- Remote User Support
- VIP Executive Support
- Microsoft Windows & Office 365 environments
- Active Directory and account management
- Ticket queue management and escalation handling
- SLA and performance reporting
Requirements
Education- Bachelor's degree from an accredited college or university
Experience- Minimum 6 years of experience supporting an IT Help Desk or IT Support Services environment
- Minimum 2 years of project management experience within an IT Service Desk or IT support services environment
- Minimum 1 year of hands-on experience applying ITIL principles and best practices
- Minimum 2 years of experience using ServiceNow for incident and service management
- Minimum 1 year of experience managing teams of IT professionals supporting large-scale operations
- Minimum 2 years of experience supporting U.S. Federal IT environments and operational standards
- Minimum 2 years of experience working with Federal IT security requirements and compliance standards
Leadership & Customer Service- Demonstrated experience interfacing directly with customers and stakeholders
- Strong leadership, communication, and organizational skills
- Proven ability to manage competing priorities in a fast-paced support environment
- Experience establishing support processes, defining service level objectives, and managing SLA performance
Preferred Qualifications- Active ITIL v3, ITIL 4, or ITIL 5 Certification
- Advanced ServiceNow experience
- Experience supporting enterprise-level federal IT operations
- Experience mentoring or supervising technical support staff
Plateau does not accept unsolicited resumes from third-party recruiters without a signed third-party agreement. Any unsolicited third-party resumes forwarded by recruiters to Plateau or to any of our managers or employees will be considered public information, may be treated as a direct application from the person identified in the resume, and will not be eligible for placement fee payment to the agency.
EEO Statement:
Plateau is an equal opportunity/affirmative action employer; all qualified applicants will receive consideration for employment without regard to age, gender, gender identification, sex, sexual orientation, color, race, creed, national origin, religion, marital status, parental status, citizenship status, ancestry, physical or mental disability, genetic information, veteran status, military status, or any other classification protected by federal, state, or local laws.
Plateau is committed to providing access and reasonable accommodations for individuals with disabilities. If you require reasonable accommodation, please email the Plateau HR Department at
Plateau is a proud Equal Opportunity Employer! (M/F/Disability/Vets)
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