Service Desk Team Lead
TekSynap•Arlington, VA
•$130,000 - $155,000•Onsite
About The Position
We are seeking a Service Desk Team Lead to join our team supporting the Federal Deposit Insurance Corporation (FDIC) in Arlington, VA. You will oversee a team of service desk agents and service desk supervisors. You will be a member of a technical team where excellent customer service and professional expertise are required.
Requirements
- Ten plus years of experience in Service Desk Services, including at least 3 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services
- Excellent communication and teamwork skills
- Demonstrated experience supporting government agencies, customers, or contracts within federal environments. This includes the Intelligence Community (IC), Department of Defense (DoD), Federal Civil agencies, and military organizations.
- Prior experience supporting the same or similar contract, with an in-depth understanding of the customer environment, requirements, and operational landscape, is highly desirable.
- Ability to receive a Public Trust clearance
- U.S. Citizen
Nice To Haves
- Advanced degree preferred
- Prior experience supporting the same or similar contract, with an in-depth understanding of the customer environment, requirements, and operational landscape, is highly desirable.
Responsibilities
- Own overall responsibility for ITSMS process handling on the Service Desk
- Manage all Service Desk supervisors
- Coordinate Service Desk staff training sessions
- Liaise with the FDIC Service Delivery Designee
- Manage the development and issuance of Service Desk operational reports
- Represent the Service Desk team in a customer-facing role
- Liaise with the Contractor designated Change lead
- Act as the lead owner for implementing and progressing Continuous Service Improvement (CSI) and managing CSI activities to ensure appropriate Service improvement results
- Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes
- Serve as a further escalation point for Service Desk supervisors
- Attend Change Advisory Board meetings as described in Attachment J6D (Meetings)
- Participate in Problem Management activities
Benefits
- health
- dental
- vision
- 401K
- life insurance
- short-term and long-term disability plans
- vacation time
- holidays
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What This Job Offers
Job Type
Full-time
Career Level
Senior
