Service Desk Team Lead

Service Desk Team Lead

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 technical team where excellent customer service and professional expertise are required.

Experience

• 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.

Education

• Bachelor's degree or equivalent experience, advanced degree preferred.

Clearance

• Ability to receive a Public Trust clearance

• 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); and
• Participate in Problem Management activities

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location:
  
  Arlington, VA
• Type of environment:
  Varies
• Noise level:
  Low
• Work schedule:
  
  Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel:
  Less than 10%

Work Authorization/Security Clearance

U.S. Citizen

Ability to receive a Public Trust clearance

Wage Information

Target salary range: $130,000 - $155,000. The salary range displayed is an estimate and will be determined on several factors regarding the individual's particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements. The displayed salary is one component of the total compensation package for employees.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms;

talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Other Information

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice