Customer Support Lead (Help Desk)

Customer Support Lead Astor & Sanders Corporation (Astor) is an award-winning IT solutions provider headquartered in McLean, VA seeking a Customer Support Lead. This is a full-time and onsite in DMV area. Roles & Responsibilities: * Provides operational leadership of the help desk team and the successful delivery of IT support projects. * Overseeing the help desk team to ensure efficient, timely resolution of support requests and escalations. This includes recruiting, training, mentoring, and evaluating staff performance, as well as fostering a customer-focused culture. * Planning, coordinating, and implementing projects such as software rollouts, system upgrades, and process improvements. This involves assigning roles, delegating tasks, and ensuring adequate resource allocation to meet project needs. * Developing, documenting, and maintaining project and help desk processes, including project scope, objectives, work. * Analyze support patterns and share the feedback with the development team * Additional duties as assigned. * Bachelor's Degree Required * 10+ years of experience working in a Help Desk environment in a leadership role supporting the delivery of IT projects * ITIL certification, preferably higher than Foundation * Proven understanding of the basic concepts related to operating a Help Desk * Experience analyzing support patterns and working with development teams * Excellent communication skills, both oral and written * Prior HHS experience is preferred Astor & Sanders Corporation (www.astor-sanders.com) offers a unique, stimulating and challenging environment that fosters individual growth and rewards performance. Astor & Sanders Corporation ( #Astor ) is an Equal Opportunity Employer. Some of our competitive benefits include: * Generous Paid Time Off (PTO) and all Federal Holidays off * Comprehensive Health and Dental Insurance Coverage * Retirement Savings Plan * Pre-Tax Benefit Programs * Wellness and Work-Life Support * Professional Development * Performance and Referral Bonuses * Life and Disability Insurance