Service Desk Lead

Requirements:

• U.S. citizenship is required
• Ability to obtain and maintain a Public Trust clearance as required by contract.
• This position is onsite at designated DOJ locations based on contract requirements

• Bachelor's Degree with 5+ years' related experience or 7+ years' equivalent work experience
• IT management certifications or technical support certifications preferred.

• Serve as the primary point of contact for all IT help desk inquiries, ensuring timely and accurate resolution of issues.
• Provide phone, email and in-person support for a variety of IT related issues including email, directories, and standard Windows applications.
• Lead the Help Desk Team, fostering a collaborative and efficient work environment.
• Develop and implement procedures for tracking, prioritizing, and resolving help desk tickets.
• Conduct regular training sessions for help desk staff and users to ensure efficient use of IT resources.
• Monitor and report on help desk performance metrics to identify trends and areas for improvement.
• Coordinate with the IT team to troubleshoot hardware and software issues, ensuring minimal downtime and disruption.
• Stay updated on new technologies and industry trends to enhance help desk operations and user support.
• Support extended hour and weekend support as required by mission or emergencies.

Flexible work from home options available.