Help Desk Lead

Savannah River National Laboratory • Aiken, SC

26d

About The Position

The Help Desk Lead oversees daily Help Desk support operations, ensuring high-quality service and acting as a bridge between technicians, management, and users. This role handles complex technical escalations, maintains SLAs (Service Level Agreements), and improves IT support processes while mentoring Help Desk technicians to meet performance goals.

Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, or equivalent experience.
• 7-9 years of IT support experience, with at least 1–2 years in a supervisory role.
• Complies with all policies and standards.
• Maintain appropriate level government security clearance.

Nice To Haves

• Understanding of Windows/Mac environments, networking, Active Directory, and SaaS applications.
• Excellent communication, customer service, and conflict-resolution skills.
• Experience with IT Service Management (ITSM) tools and ticketing systems (e.g., Jira, ServiceNow, Zendesk).
• Preferred certifications: CompTIA A+, Microsoft Certified (MCP), or ITIL

Responsibilities

• Leads daily service desk operations, including ticket prioritization, queuing, and resolution tracking to meet SLA targets.
• Acts as the primary point of contact for high-priority or complex technical issues that Level 1 and 2 support technicians cannot resolve.
• Oversees Help Desk Technicians, provides training, contributes to performance evaluations, and fosters professional development.
• Develops, documents, and implements best practices, troubleshooting procedures, and knowledge base articles for IT support.
• Monitors system uptime, analyzes ticket trends, and generates reports on customer satisfaction and team performance.
• Provides hands-on troubleshooting of hardware, software, network, and other technology issues.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level