Help Desk Specialist III; Service Management Lead

Help Desk Specialist III (Service Management Lead)

Agile Decision Sciences LLC is seeking an experienced and upbeat Help Desk Specialist III (Service Management Lead) to lead daily IT support operations for an Environmental Protection Agency (EPA) contract in Philadelphia, PA. This role is perfect for someone who thrives on delivering exceptional customer service, optimizing processes, and guiding a team of technicians to consistently high performance.

Work location:

Onsite, Philadelphia

Clearance:
Ability to successfully complete a government background investigation

Responsibilities

• Apply ITIL principles and their application in service management to work problems.
• Collaborate with IT managers, Business Process Partners and end users to establish processes and service level objectives consistent with defined service level expectations.
• Manage a team of IT professionals supporting a large AO with a mobile workforce.

Requirements

• Bachelor's degree and 5 years of experience, or equivalent combination, managing IT Support Services with similar scope and complexity.
• ITIL principles expertise (note: Prefer one or more ITIL certifications)
• Excellent communication and customer-relationship skills with the ability to interface effectively with government stakeholders
• Experience coordinating technical projects or system implementations
• Strong problem-solving skills with the ability to balance technical, operational, and customer priorities
• Familiarity with Federal IT security requirements
• US citizenship to meet contract requirements and successfully complete a government issued background investigation

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law. The salary offered will depend on several factors including, but not limited to, relevant experience, skills, education, geographic location, internal equity, business needs, and other factors permitted by law.

Posted pay ranges are a general guideline only and are not a guarantee of compensation or salary.

EEO Statement

ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.