Help Desk Lead

Koniag Government Services, LLC•Washington, DC

14d•Onsite

About The Position

Koniag IT Systems,LLC, a Koniag Government Services company, is seeking a Help Desk Lead to support KITS and our government customer in Washington, DC. This opportunity will require the candidate to work onsite in downtown Washington, DC five (5) days per week; Monday through Friday. We are looking for a highly qualified, experienced and self-motivated individual to perform the duties of a Help Desk Lead to support a potential future business opportunity located in Washington, DC. The ideal Help Desk Lead will: Essential Functions, Responsibilities & Duties may include, but are not limited to: Be responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III (e.g., Tier I (phone and e-mail), Tier II (on-site, floor), Tier III (advanced hardware and software break/fix)), and Asset Management. Lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services. Provide support to a customer base of over 3,200 users in a high-profile environment. Be required to work onsite in downtown Washington, DC five (5) days per week.

Requirements

Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field
5+ years’ overall experience with increasing responsibilities in information systems management
3+ years supervisory experience
Information Technology Infrastructure Library V4 (ITIL 4) certification
Industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent
Expert working knowledge of ServiceNow
Experience in a quality assurance environment that includes, at a minimum, knowledge of customer satisfaction tracking, user complaint and monitoring programs, and quality control programs
Excellent written and verbal communication skills, including experience in presenting material to senior Government officials
Proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors)
Candidates must pass a Criminal Background check

Responsibilities

Be responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III (e.g., Tier I (phone and e-mail), Tier II (on-site, floor), Tier III (advanced hardware and software break/fix)), and Asset Management.
Lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services.
Provide support to a customer base of over 3,200 users in a high-profile environment.
Be required to work onsite in downtown Washington, DC five (5) days per week.