User Support Lead

Goldbelt, Inc.•De Leon Springs, FL

11h

About The Position

Please note that this position is contingent upon the successful award of a contract currently under bid. Goldbelt Nighthawk offers sound solutions in software development and both defensive and proactive cybersecurity. Nighthawk offers an integrated, holistic cybersecurity workforce that is enthusiastic, continuously learning, and progressive. The team is fully committed to implementing dynamic cybersecurity solutions that effectively address the needs of customers. Nighthawk’s flexibility and expertise across the cybersecurity field provides customized solutions to our customer's unique needs. Summary: This role ensures timely, effective, and compliant resolution of user issues while maintaining high customer satisfaction and adherence to contractual performance standards. The User Support Lead provides leadership to support staff, coordinates with technical teams, and serves as a key interface between users and Government stakeholders.

Requirements

Strong knowledge of IT service management processes (incident, request, problem management).
Demonstrated ability to lead teams and manage escalations in a regulated environment.
Excellent communication and customer service skills.
Strong problem-solving and analytical abilities.
Commensurate education with at least 5 years of experience in IT support or help desk operations; 2 years in a lead, supervisory or team coordination role.
Possess a ITIL v4 certification.

Responsibilities

Provide leadership and management for user support tasks that are being performed by the contractor.
As a user support team member, provide services required for user support which includes drawing feedback from the stakeholders, maintaining and updating user support procedures, and participating in agency wide user support planning.
Determine the resources required for troubleshooting, triaging and escalating issues as well as documenting knowledge base records.
Ensure a high level of customer satisfaction by responding to requests effectively and efficiently.
Provide reports in support of the contract manager and the government sponsor(s).