Sr. Help Desk Specailist
About The Position
Plateau GRP is seeking an experienced and customer-focused Senior Help Desk Specialist to support a key U.S. Federal client in Lenexa, Kansas. This role serves as the primary on-site lead responsible for overseeing the daily operations of the IT Help Desk and ensuring exceptional service delivery to end users. The ideal candidate will possess strong technical troubleshooting expertise, leadership experience, and a deep understanding of federal IT support environments, ITIL service management principles, and ServiceNow operations. This position requires the ability to manage escalations, support VIP and remote users, maintain SLA performance, and provide hands-on leadership to technical support teams.
Requirements
- Bachelor’s degree from an accredited college or university
- Minimum 6 years of experience supporting an IT Help Desk or IT Support Services environment
- Minimum 2 years of project management experience within an IT Service Desk or IT support services environment
- Minimum 1 year of hands-on experience applying ITIL principles and best practices
- Minimum 2 years of experience using ServiceNow for incident and service management
- Minimum 1 year of experience managing teams of IT professionals supporting large-scale operations
- Minimum 2 years of experience supporting U.S. Federal IT environments and operational standards
- Minimum 2 years of experience working with Federal IT security requirements and compliance standards
- Demonstrated experience interfacing directly with customers and stakeholders
- Strong leadership, communication, and organizational skills
- Proven ability to manage competing priorities in a fast-paced support environment
- Experience establishing support processes, defining service level objectives, and managing SLA performance
- ServiceNow
- ITIL Service Management
- Incident & Problem Management
- Remote User Support
- VIP Executive Support
- Microsoft Windows & Office 365 environments
- Active Directory and account management
- Ticket queue management and escalation handling
- SLA and performance reporting
Nice To Haves
- Active ITIL v3, ITIL 4, or ITIL 5 Certification
- Advanced ServiceNow experience
- Experience supporting enterprise-level federal IT operations
- Experience mentoring or supervising technical support staff
Responsibilities
- Lead and supervise day-to-day Help Desk operations supporting a U.S. Federal client environment
- Provide end-to-end technical support and just-in-time user training for authorized users of IT services
- Identify, research, troubleshoot, and resolve complex technical issues across hardware, software, network, and user environments
- Create, manage, and enforce escalation procedures to ensure timely issue resolution and customer satisfaction
- Monitor service desk queues, incident trends, and performance metrics to maintain established SLAs and service objectives
- Document, track, and monitor incidents, requests, and problems through resolution using ServiceNow
- Support remote users and VIP users with a high level of professionalism and responsiveness
- Apply ITIL v4 concepts, practices, and procedures to improve operational effectiveness and service delivery
- Develop and refine service desk processes, workflows, and operational documentation
- Coordinate with project managers, engineers, cybersecurity personnel, and customer stakeholders to resolve technical issues
- Assist with reporting, performance management, staffing coordination, and continuous improvement initiatives
- Lead or direct the work of junior Help Desk personnel as needed
- Ensure compliance with federal IT security standards, policies, and operational procedures
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What This Job Offers
Job Type
Full-time
Career Level
Senior
