Information Technology (IT) Service Desk Lead

Halvik • Washington, DC

9d

About The Position

Halvik is seeking an Information Technology (IT) Service Desk Lead to oversee day-to-day service desk operations and ensure end users receive the IT support they need. The role supports the customer's goal of managing and maintaining a centralized, enterprise service desk that provides IT support and services to an end-user community, handles incidents and service requests, and resolves technical issues.

The lead will manage incident management in a performance-based environment in compliance with ITIL V4 standards. The role also requires expert-level experience reengineering, establishing, managing, and maintaining a service desk in accordance with industry best practices. The position requires a Top Secret security clearance.

Requirements

• Minimum AS/AA degree or equivalent.
• Minimum 6 years of related experience.
• Proven ability to provide comprehensive IT service desk support and ensure continuous and efficient resolution of technical issues.
• Proven ability to manage Tier 1, 2, 3, and VIP-level support.
• Proven ability to measure, monitor, and improve customer satisfaction with IT Service Desk services.
• Proven ability to develop and maintain support documentation, such as SOPs, troubleshooting guides, FAQs, and knowledge articles.
• Top Secret security clearance.

Nice To Haves

• BA/BS degree.
• Service Desk Institute (HDI) certification as a HDI Support Manager.
• Demonstrated success supporting Federal enterprise help desk or service desk contracts.
• Strong technical analysis and troubleshooting skills, including the ability to escalate complex issues.
• Strong technical documentation skills.
• Strong analytical, written, and verbal communication skills, including the ability to translate technical risks and content for executive and government stakeholders.
• Ability to work collaboratively and contribute to a team environment.

Responsibilities

• Oversee the day-to-day activities of service desk operations to ensure end users receive required IT support.
• Manage a centralized, enterprise service desk that provides IT support and services, handles incidents and service requests, and resolves technical issues.
• Manage an incident management system in a performance-based environment while complying with ITIL V4 standards.
• Reengineer, set up, manage, and maintain the service desk according to industry best practices.
• Provide comprehensive IT service desk support and ensure efficient, continuous resolution of technical issues.
• Manage Tier 1, 2, 3, and VIP-level support.
• Measure, monitor, and improve customer satisfaction with IT Service Desk services.
• Develop and maintain support documentation, including SOPs, troubleshooting guides, FAQs, and knowledge articles.

Benefits

• Company-supported medical, dental, vision, life, short-term disability, and long-term disability insurance.
• 11 federal holidays and PTO.
• Eligible employees may receive performance-based incentives in recognition of individual and/or team achievements.
• 401(k) with company matching.
• Flexible Spending Accounts for commuter, medical, and dependent care expenses.
• Tuition assistance.
• Charitable contribution matching.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree