IT Service Desk Team Lead

Job Description

Provide leadership and management for user support tasks that are being performed by the contractor. As a user support team member, provide services required for user support which includes drawing feedback from the stakeholders, maintaining and updating user support procedures, and participating in agency wide user support planning. Determine the resources required for troubleshooting, triaging and escalating issues as well as documenting knowledge base records. Ensure a high level of customer satisfaction by responding to requests effectively and efficiently. Provide reports in support of the contract manager and the government sponsor(s).

Requirements

Commensurate education with at least 5 years of experience in IT support or help desk operations; 2 years in a lead, supervisory or team coordination role. ITIL v4 certification.