IT Service Desk Lead
About The Position
T-Rex Solutions is hiring an IT Service Desk Lead to support the Department of Commerce (DOC) Office of Solution and Service Delivery (OSSD). The OSSD provides IT support for the DOC Office of the Chief Information Officer, Office of the Secretary, and other bureau partners. The program delivers comprehensive service desk support, including help desk operations, incident management, service request fulfillment, and escalation handling from Tier 0 through Tier 3. The role leads day-to-day Tier 2 service desk operations, resolves escalated technical issues, supports users onsite and remotely, coordinates with other support tiers, and contributes to problem management, documentation, communications, and service improvement. Work is performed onsite at the Herbert Hoover Building in Washington, DC. Desk-side support hours are Monday through Friday, 7:00 a.m. to 6:00 p.m.; walk-up support and coverage for special events or emergencies may be needed as required.
Requirements
- Relevant experience managing or leading Tier 1, Tier 2, and Tier 3 service desk operations, preferably in a federal government environment.
- Active Top Secret clearance.
- Experience managing an incident management system in a performance-based environment compliant with ITIL V4 standards.
- Expert-level experience re-engineering or setting up service desks according to industry best practices.
Nice To Haves
- Service Desk Institute (HDI) certification as an HDI Support Manager.
Responsibilities
- Oversee day-to-day Tier 2 service desk operations to ensure end users receive required IT support.
- Investigate and resolve incidents escalated from Tier 1 using diagnostic tools, system logs, and root cause analysis; resolve hardware, software, and system configuration issues in accordance with established SOPs.
- Complete elevated or technically complex service requests, including account configurations, system patching, software deployment, and device management tasks.
- Support problem management by identifying root causes and contributing to permanent fixes for recurring incidents.
- Provide onsite walk-up and desk-side troubleshooting, repair, and resolution for laptops, desktops, tablets, mobile devices, and peripherals.
- Prepare dispatched field technicians to diagnose and resolve incidents on their first visit.
- Provide remote technical support by telephone, online chat, email, or secure remote access.
- Escalate unresolved or complex incidents to Tier 3 or vendor support, document troubleshooting actions and findings in the ITSM system, and communicate status to Tier 1 and end users through resolution.
- Support assigned enterprise systems, applications, and infrastructure; conduct configuration reviews and system performance checks and take corrective actions.
- Document resolutions, workarounds, and lessons learned in knowledge base articles, and provide technical feedback to improve SOPs, workflows, and service efficiency.
- Validate with the impacted end user that service is fully restored before closing incidents.
- Collaborate with IT support teams to identify and resolve end-user environment issues and trends, including recurring incidents and underlying problems.
- Develop, update, and maintain end-user outreach and communication methods and materials about outages and upcoming IT environment changes.
- Support approved change implementations and validate post-change functionality for Tier 2 supported systems.
- Provide written input for SOPs, how-to and troubleshooting guides, and training materials and procedures for Tier 1 and other end users.
- Coordinate with Tier 0, Tier 1, and Tier 3 teams to support consistent service delivery and knowledge sharing.
- Participate in feedback sessions, quality reviews, and training to improve Tier 2 performance and technical proficiency.
- Track and report Tier 2 performance metrics and use them to identify trends, recurring issues, and process-improvement opportunities.
Benefits
- Competitive salary and performance bonuses.
- Training and educational reimbursement.
- Transamerica 401(k) plan with company match, fully vested after 60 days of employment.
- Cigna healthcare benefits.
- Paid time off available immediately upon joining, prorated based on start date.
- Paid parental leave.
- Individual and family health, vision, and dental benefits.
- Annual budget for training and professional development.
- Tuition reimbursement.
- Diverse and collaborative work environment and opportunities for professional growth.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
