Service Desk Team Lead (Day Shift)

DecisionPoint•Arlington, VA

8d•Onsite

About The Position

DecisionPoint is seeking an experienced Service Desk Team Lead to join our team supporting the Department of Homeland Security (DHS) Cybersecurity and Infrastructure Security Agency (CISA) Technology Operations Center (TOC) in Arlington, Virginia. This position is on government site at 4601 N. Fairfax Ballston One. It is the first line of IT support for the CISA environment supporting CISA end users, with a team of subordinate contractor staff reporting to the Team Lead. The TOC team responds to incident and service request tickets, providing support including but not limited to installation, setup, upgrade, and compliance of software, system applications, account activations and deactivation, and desktop tools. The team also escalates to higher lever tiers when the tier 1 cannot assist. This position is fully on-site in Arlington, VA.

Requirements

Must possess or be able to complete Department of Homeland Security Public Trust Investigation (Tier 1).
Bachelor’s degree or equivalent experience.
5 years of IT experience.
Strong leadership skills and ability to manage IT staff in high-paced environment.
Strong customer service and communications skills with end users, including VIP/senior government leadership.
Problem solving ability and independent work ethic with minimal supervision.
Familiar with enterprise ticketing systems (ServiceNow highly desired).
Microsoft Windows 11 and Office suite administration and troubleshooting knowledge required.

Nice To Haves

Knowledge of ITIL v4 and HDI best practices highly beneficial.
Several years of experience in technical support, leadership and mentoring skillsets and knowledge of IT service management principles.
Proven ability to train, mentor, and guide team members.
Managing and coordinating a team, including performance management and resource allocation.
Skills in monitoring service desk operations, tracking metrics, and generating management reports.
Excellent verbal and written communication skills.
A proven track record of providing excellent customer service and managing difficult situations with professionalism and empathy.
The ability to make sound judgments and decisions independently.

Responsibilities

Monitor the ticket counts of individual team members and ensure tickets are closed in a timely manner.
Supervise the unassigned tickets and emails that have not been picked up from the email box and ticket system monitor board.
Ensure team coverage of phone, emails, and walk-ins during business hours.
Ensure telephone calls are not waiting on hold for excessive periods.
Personally assist with resolutions and escalations as needed.
Provide “White glove” support for high priority customers/leadership as required.
Set team working hours for each team member to ensure coverage throughout each assigned shift, including coverage due to planned and unplanned staff absences.
Reach out to customers to resolve issues noted on satisfaction surveys.
Communicate system outages and performance issues using TOC advisories.
Review all outage notifications and obtain approval when needed before communicating to stakeholders.
Escalate Incidents or Service Requests that are outside the scope of team’s responsibility to the appropriate tier or support group.
Set Agenda and Host weekly staff meetings.
Conduct TOC weekly internal status meeting with the TOC program manager.
Generate monthly status reports and related contract deliverables.
Conduct interviews for prospective new employees, approve time sheets, leave requests, and expense reports.
Conduct individual meetings with the team members monthly to review assignments and provide performance feedback.
Address individual performance issues and work with HR throughout the performance improvement process including possible staff removal.
Work with the TOC program manager on staff interviews, promotions and career advancement.