Help Desk Lead​/Manager Security Clearance

Position: 4211 Help Desk Lead/ Manager with Security Clearance
We are seeking a Help Desk Lead/Manager to join our team and support our mission critical customer in Tysons VA

Responsibilities & Requirements:

-7+ years of experience in supporting Information Technology as a Help Desk Lead/Manager.

- Experience with the management, leadership, coordination, and customer contact for the help desk operation of a large-scale highly available system that is integrated with business-critical systems contemplated in this PWS.

-The Help Desk Lead/Manager shall have excellent leadership skills, strong interpersonal skills, and be adept at handling conflict. They should also have exceptional documentation skills, the ability to conduct research into a wide range of computing issues, and the ability to present ideas in user-friendly language to non-technical staff and end users.

-Strong understanding of receiving, recording, and responding to help-desk requests from end-users.

-Managing the help desk call logging system. Ensuring the system is fit for purpose and providing support as necessary.

-Tracking help desk performance to ensure a high level of customer service and establishing customer service standards.

-Responsible for the hiring, training, and supporting help desk representatives and technicians. Involved in the planning and implementing of help desk and office policies and procedures and ensuring compliance with policies and procedures.

-Provide information and assistance related to products and services to include developing reports on team productivity and following up with customers to identify areas of improvement.

-Expert knowledge of recent technological advances in computer science and engineering.

-Excellent written and verbal communication skills, including experience in presenting material to senior Government officials. Ability to interact and communicate with key managers and functional experts to understand the current environment, the requirements and proposed solution; to implement process or technical improvements.

-Demonstrated experience in executing, monitoring, and managing a help desk team to successful, high- quality support and on-budget. Clearance: US Citizenship with the ability to gain a Public Trust