Tier 2 Service Desk Lead

Halvik • Washington, DC

6d

About The Position

Halvik Corp is seeking a Tier 2 Service Desk Lead to oversee day-to-day service desk operations and ensure end users receive the IT support they need. The role supports the customer’s goal of managing and maintaining a centralized enterprise service desk that handles incidents and service requests and resolves technical issues for an end-user community. The lead manages the incident management system in a performance-based environment aligned with ITIL V4 standards and brings expert-level experience reengineering, establishing, managing, and maintaining service desk operations in accordance with industry best practices.

Requirements

• Minimum associate degree (AS/AA) or equivalent.
• Minimum 6 years of related experience.
• Proven ability to provide comprehensive IT service desk support and resolve technical issues.
• Proven ability to manage Tier 1, Tier 2, Tier 3, and VIP-level support.
• Proven ability to measure, monitor, and improve customer satisfaction with IT Service Desk services.
• Proven ability to develop and maintain comprehensive support documentation.
• Top Secret security clearance.
• Strong technical analysis and troubleshooting skills, including the ability to escalate complex issues.
• Strong technical documentation skills.
• Strong analytical, written, and verbal communication skills, including the ability to explain technical risks and content to executive and government stakeholders.
• Ability to collaborate with others and contribute to a team environment.

Nice To Haves

• Bachelor's degree (BA/BS).
• Service Desk Institute (HDI) Support Manager certification.
• Demonstrated success supporting Federal enterprise help desk or service desk contracts.

Responsibilities

• Oversee day-to-day service desk operations to ensure end users receive IT support.
• Manage an incident management system in a performance-based environment, complying with ITIL V4 standards.
• Reengineer, establish, manage, and maintain the service desk according to industry best practices.
• Provide comprehensive IT service desk support and ensure efficient resolution of technical issues.
• Manage Tier 1, Tier 2, Tier 3, and VIP-level support.
• Measure, monitor, and improve customer satisfaction with IT Service Desk services.
• Develop and maintain support documentation, including SOPs, troubleshooting guides, FAQs, and knowledge articles.

Benefits

• Company-supported medical, dental, vision, life, short-term disability, and long-term disability insurance.
• 11 federal holidays and paid time off (PTO).
• Eligible employees may receive performance-based incentives for individual and/or team achievements.
• 401(k) with company matching.
• Flexible Spending Accounts for commuter, medical, and dependent care expenses.
• Tuition assistance.
• Charitable contribution matching.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree