SMIT Service Desk Technical Lead (NNPI/SIPR)

Leidos•Norfolk, VA

12d•Onsite

About The Position

The SMIT Service Desk has an opening for an experienced Technical Lead to work in our Norfolk,VA office. This position provides Tier I assistance in problem resolution through mentoring and coaching through individual or classroom training instruction. Primary Responsibilities As a Service Desk Technical Lead, you will: Monitor Teams Chat to assist Tier I Agents Assist with training sessions and performance progression Prepare for, lead and follow-up on technical training sessions Track agent performance Assist Supervisor with ticket analysis Research mishandled tickets that get sent back to the team Provide escalation follow-up Mentor and provide operational support to agents Coordinate with OST to ensure additional operational support coverage for the team Coordinate knowledge development and dissemination -Lead Service Desk Tier I team toward delivery of organizational goals Position team toward delivery of Enterprise metrics Assist and train SvD agents Provide environment for continued agent development Communicate effectively with peers and complimentary support groups for maximum efficiency in meeting SLR’s

Requirements

High school education or equivalent and 1-3 years general experience, or equivalent combination of experience and college level education
Minimum of 6 months of tenure with the NMCI Service Desk
Individuals on a Performance Improvement Plan or Attendance Warning will not be considered
8570 certification - CompTIA Security +CE
Three months or more experience supporting NNPI and/or SIPR in a Tier 1 role.
Ability to attain Flank Speed Tier 1.5 qualification within 30 days.
Superior skills in both written and verbal communication.
Proficiency with Microsoft PowerShell
Strong problem-solving skills.
Advanced knowledge of computer and networking technology.
Ability to effectively document issues, troubleshooting steps, and resolutions implemented.
Understands NMCI internal structure, processes and tools.
Proficient with HPSM ticketing and Knowledge Management System.
Must be a US Citizen.
Able to work assigned shifts as needed, including overnights and weekends.

Nice To Haves

Candidates Bachelor's degree in Computer Science, Engineering, Business, or related IT or equivalent work experience
2 years of experience on NMCI Service Desk
Candidates with fewer than 4 attendance occurrences in a rolling 90-day period
Candidates with strong metrics in PAR and AHT
Proactive learner who takes ownership of their own growth and career development

Responsibilities

Monitor Teams Chat to assist Tier I Agents
Assist with training sessions and performance progression
Prepare for, lead and follow-up on technical training sessions
Track agent performance
Assist Supervisor with ticket analysis
Research mishandled tickets that get sent back to the team
Provide escalation follow-up
Mentor and provide operational support to agents
Coordinate with OST to ensure additional operational support coverage for the team
Coordinate knowledge development and dissemination
-Lead Service Desk Tier I team toward delivery of organizational goals
Position team toward delivery of Enterprise metrics
Assist and train SvD agents
Provide environment for continued agent development
Communicate effectively with peers and complimentary support groups for maximum efficiency in meeting SLR’s