Enterprise Service Desk (ESD) Lead (Government)

AT&T-posted 10 days ago
$89,200 - $207,900/Yr
Full-time • Mid Level
Onsite • Lorton, VA
5,001-10,000 employees
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This position requires office presence of a minimum of 5 days per week and is only located at customer's site. Work will be performed at Quantico, VA AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission. AT&T will deliver comprehensive network support services to the Marine Corps Recruiting Command (MCRC), delivering reliable, secure and mission-ready IT capabilities for over 6,000 users across the globe. These services will enable MCRC to sustain daily recruiting operations worldwide, while aligning with DoD, DoN, and USMC standards to enhance efficiency, readiness, and resilience. AT&T has an opening for an Enterprise Service Desk (ESD) Lead to support the Marine Corps Recruiting Command (MCRC) headquarters at the Marine Corps Base Quantico, VA. This role ensures high-quality technical support and customer service for all MCRC users, acting as the initial point of contact for troubleshooting hardware, software, and printer issues.

  • Supervise and direct daily operations of the Service Desk / Enterprise Service Desk (ESD) staff.
  • Provide phone and in-person support for: Email systems and directories Standard Windows desktop applications Applications developed or deployed under this contract
  • Serve as the technical point of contact for troubleshooting hardware, software, and printer problems.
  • Manage ticket queues, track metrics, and ensure issues are resolved within established SLAs using BMC Remedy ITSM.
  • Oversee multi-server environments and provide guidance on PC operating systems (Windows/DOS), networking, and mail standards.
  • Mentor and train help desk staff to maintain excellent customer service and technical performance.
  • Prepare and deliver reports on help desk performance, incident trends, and SLA compliance.
  • Secret (#secret)
  • Bachelor’s Degree in Computer Science, Information Systems, Engineering, Business, or a related discipline.
  • 7 years of IT experience, including: At least 5 years of specialized experience managing help desks in multi-server environments, with knowledge of PC OS, networking, and email standards, and supervision of help desk employees.
  • At least 3 years of recent experience within the last 5 years
  • Strong oral and written communication skills.
  • Demonstrated leadership and ability to manage teams in a technical support environment.
  • Experience with BMC Remedy ITSM ticketing system.
  • Must have One or more of the following certifications is required: CompTIA Security+ CND (Certified Network Defender) GFACT (GIAC Fundamentals Certification) GSEC (GIAC Security Essentials Certification)
  • Prior experience supporting DoD or Marine Corps IT operations.
  • Experience in troubleshooting and supporting enterprise applications.
  • Proven success in maintaining SLA compliance in a large-scale enterprise environment.
  • Medical/Dental/Vision coverage
  • 401(k) plan
  • Tuition reimbursement program
  • Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
  • Paid Parental Leave
  • Paid Caregiver Leave
  • Additional sick leave beyond what state and local law require may be available but is unprotected
  • Adoption Reimbursement
  • Disability Benefits (short term and long term)
  • Life and Accidental Death Insurance
  • Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
  • Employee Assistance Programs (EAP)
  • Extensive employee wellness programs
  • Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone
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