Help Desk Lead

RESPONSIBILITIES:
Kforce has a client in Washington, DC that is seeking a Help Desk Lead.

Responsibilities:
* Supervise helpdesk employees to include performance management, workflow management, training, and focus on excellent provision of customer service; assist the team in ticket resolution when needed
* The Help Desk Lead will use an automated Web Help Desk ticketing system to manage, analyze, and report incidents and ticket metrics
* Define workflows and develop/update SOPs, develop Service Level Agreements escalation policies and procedures, and suggest process improvements
* Ensure adherence to quality standards throughout the entire scope of work; Lead team in provision of innovative incident management, prevention, resolution, and reporting with special focus on high priority or high-risk incidents
* The Help Desk Lead will ensure accurate and timely completion and delivery of reports, including the Monthly Status Report (MSR) specifically monitoring the Quality Assurance, Progress/Status Reporting, Program Reviews all requests for information and statistics from the COR or other COR designated government representative
* Serve as internal and external escalation point; Provide guidance to OIT leadership to address evolving mission requirements

REQUIREMENTS:
* To be considered for this position, candidates must have experience in a similar role, or they must possess significant knowledge, experience, and abilities to successfully perform the responsibilities listed
* Relevant education and/or training will be considered a plus

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.