Service Desk Lead/ESD Lead

BTI-posted 3 months ago
Mid Level
Quantico Base, VA
51-100 employees
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The Service Desk Lead (Enterprise Service Desk Lead) provides daily supervision and direction to help desk staff supporting the Marine Corps Recruiting Command (MCRC) headquarters at the James Wesley Marsh Center, Marine Corps Base Quantico, VA. This role ensures high-quality technical support and customer service for all MCRC users, acting as the initial point of contact for troubleshooting hardware, software, and printer issues.

  • Supervise and direct daily operations of the Service Desk / Enterprise Service Desk (ESD) staff.
  • Provide phone and in-person support for email systems and directories.
  • Support standard Windows desktop applications.
  • Assist with applications developed or deployed under this contract.
  • Serve as the technical point of contact for troubleshooting hardware, software, and printer problems.
  • Manage ticket queues, track metrics, and ensure issues are resolved within established SLAs using BMC Remedy ITSM.
  • Oversee multi-server environments and provide guidance on PC operating systems (Windows/DOS), networking, and mail standards.
  • Mentor and train help desk staff to maintain excellent customer service and technical performance.
  • Prepare and deliver reports on help desk performance, incident trends, and SLA compliance.
  • Bachelor’s Degree in Computer Science, Information Systems, Engineering, Business, or a related discipline.
  • 7 years of IT experience, including at least 5 years of specialized experience managing help desks in multi-server environments.
  • Knowledge of PC OS, networking, and email standards, and supervision of help desk employees.
  • At least 3 years of recent experience within the last 5 years.
  • Strong oral and written communication skills.
  • Demonstrated leadership and ability to manage teams in a technical support environment.
  • Experience with BMC Remedy ITSM ticketing system.
  • Must be able to obtain a Secret clearance.
  • One or more of the following certifications is required: CompTIA Security+, CND (Certified Network Defender), GFACT (GIAC Fundamentals Certification), GSEC (GIAC Security Essentials Certification).
  • Prior experience supporting DoD or Marine Corps IT operations.
  • Experience in troubleshooting and supporting enterprise applications.
  • Proven success in maintaining SLA compliance in a large-scale enterprise environment.
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