Help Desk Lead
Booz Allen Hamilton•Doral, FL
1d
About The Position
Help Desk Lead The Opportunity: Provides in-depth support and leads problem solving and implementation efforts for specific technology products or applications. Applies leading-edge principles, theories, and concepts, and contributes to the development of new principles and concepts. Works on unusually complex problems and provides highly innovative solutions. Operates with substantial latitude for unreviewed action or decision, and mentors or supervises employees in both company and technical competencies.
Requirements
- 5+ years of experience in IT service management
- Experience with remote desktop management, enterprise device provisioning, and IT asset tracking
- Experience in ITIL service management principles, troubleshooting methodologies, and ticketing system administration, such as JIRA and ServiceNow
- Experience in managing a help desk team, implementing IT support workflows, and ensuring Service Level Agreement (SLA) compliance
- Ability to lead and manage a technical help desk team, ensuring high-quality IT support services for cloud-based and on-premises environments
- TS/SCI clearance
- Bachelor's degree in an Information Technology or Computer Science field
Nice To Haves
- Possession of strong customer service, team leadership, and incident resolution skills
- Master's degree
- ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate, or CompTIA A+ certification
Benefits
- health
- life
- disability
- financial
- retirement benefits
- paid leave
- professional development
- tuition assistance
- work-life programs
- dependent care
- recognition awards program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
