Help Desk Lead
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 involves handling complex technical escalations, maintaining Service Level Agreements (SLAs), and improving IT support processes. The Lead will also mentor Help Desk technicians to meet performance goals. Savannah River National Laboratory (SRNL) is a multi-program laboratory focused on applying state-of-the-art science and practical, high-value, cost-effective solutions to complex national challenges. Located at the U.S. Department of Energy’s (DOE) Savannah River Site (SRS) in Aiken SC, SRNL develops and deploys innovative technologies to address environmental, energy, and national security challenges.
Requirements
- Experience in a Help Desk environment.
- Experience with technical escalations.
- Experience with maintaining SLAs.
- Experience in improving IT support processes.
- Mentoring or leadership experience.
Responsibilities
- Oversees daily Help Desk support operations.
- Ensures high-quality service.
- Acts as a bridge between technicians, management, and users.
- Handles complex technical escalations.
- Maintains SLAs (Service Level Agreements).
- Improves IT support processes.
- Mentors Help Desk technicians to meet performance goals.
Benefits
- Highly competitive Medical, Dental, and Vision options including HSA options with company provided seed
- Short- & Long-Term Disability (company paid)
- Life Insurance Non-Contributary 1X salary (company paid)
- AD&D Non-contributary 1x salary (company paid)
- Savings & Investment plan: Qualified Non-Elective Company Contribution of 5% each pay period with immediate vesting
- Company match 50 cents/dollar up to 8% (5 yrs. vesting in company match)
- Contributory Life Insurance up to 5x Salary with $1M Cap
- Contributory AD&D (employee, spouse and children)
- Paid Time Off
- Employee Assistance Plan
- Competitive relocation package
- Domestic and international relocation assistance is available for certain positions.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
