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Parallel Partners
Washington, DC, United States
Service Desk Team Lead, Washington, DC The Service Desk Team Lead will provide hands-on technical support related to computer systems, hardware, or software. It will require strong technical knowledge and effective on-site and remote communication to both understand problems and explain their solutions.This role will continuously work under the gu
Job Source: Parallel PartnersAmdex
Bethesda, MD, United States
JOB NUMBER: 1531 | LOCATION: Bethesda, MD | CLEARANCE/ACCESS LEVEL: Public Trust AMDEX.ai The Art of Data Science We are a seasoned Full-spectrum data solutions firm. We deliver insights, strategies, data analytics, and technical expertise to accelerate data modernization. We specialize in data sciences and cloud solutions, application devel
Job Source: AmdexParallel Partners
Washington, DC, United States
Service Desk Team Lead, Washington, DC The Service Desk Team Lead will provide hands-on technical support related to computer systems, hardware, or software. It will require strong technical knowledge and effective on-site and remote communication to both understand problems and explain their solutions.This role will continuously work under the gu
Job Source: Parallel PartnersBowie State University
Bowie, MD, United States
Posting Details Job Specification Information Job Posting Number S354NE Position Title IT Service Desk Lead Class Title Staff Regular or Contingent II Contingent II (more than 6 mos) Desired Start Date FLSA Non-Exempt Grade/Range $50,000 - $60,000 Open Date 02/01/2024 Close Date Open Until Filled Yes Duties and Responsibilities Monitor,
Job Source: Bowie State UniversityNTT DATA, Inc.
Washington, DC, United States
Req ID: 252377 NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Service Desk Lead to join our team in DC, District of Columbia (US-DC), United States (US). Respons
Job Source: NTT DATA, Inc.NTT DATA
Washington, DC, United States
Req ID: 252377 NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Service Desk Lead to join our team in DC, District of Columbia (US-DC), United States (US). Responsi
Job Source: NTT DATAJCD Staffing
Washington, DC, United States
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 Qualifications and Experience: •Bachelor's Degree with 5+ years' related experience or 7+ years' equivalent work experience •IT manageme
Job Source: JCD StaffingNTT DATA
Washington, DC, United States
Req ID: 252377 NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Service Desk Lead to join our team in DC, District of Columbia (US-DC), United States (US). Responsi
Job Source: NTT DATABethesda, MD, United States
EOE Statement
Key Concepts Knowledgebase is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), reproductive health decisions, marital status, personal appearance, matriculation, political affiliation, credit information, employment status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, homeless status, or any other status protected by federal, state, or local laws.
Description
Position Summary/Overview:
Key Concepts Knowledgebase, LLC., is seeking an IT Service Desk Team Lead for a project at a large NIH support organization. The successful candidate will work with our IT managers, engineers, technicians, and the client to ensure the expectations of both parties are fulfilled in a timely, cost-effective manner.
Position Requirements
The responsibilities are as follows:
The IT Service Desk Team Lead will oversee all service desk issues in all tiers (Tier 1, Tier 2, and Tier 3).
Additionally, the Team Lead will also provide direct support to Tier 3 issues. Activities will include not only scheduling and coordination of support resources, but also the evaluation and resolution of specific technical issues in a clinical and scientific research environment.
The IT Service Desk Team Lead will manage and direct the resolution of all complex technical issues. In doing so, the IT Service Desk Team Lead may conduct root-cause analyses with all IT issues that arise, and subsequently, create the necessary follow up documentation.
Additionally, the IT Service Desk Team Lead will report out to both technical and non-technical stakeholders.
The IT Service Desk Team Lead will contribute to the continuous updating of the IT Environment and will provide leadership and guidance to all tier levels.
Furthermore, the IT Service Desk Team Lead will provide team coordination and assistance with necessary tier tickets. In doing so, the IT Service Team Lead will update ServiceNow records, daily, and confirm that all necessary tickets are resolved and documented.
These actions will also be completed in relation to escalation management necessitates and the IT Service Desk Team Lead must ensure a timely resolution with all end-users. Additionally, the IT Service Desk Team Lead will monitor all team performance and provide feedback on team efficiency and incident resolution.
Lastly, the IT Service Desk Team Lead will oversee all maintenance and updates on the knowledge base using troubleshooting guidelines and solutions.
Qualifications:
Knowledge, Skills and Abilities: Must be detail-oriented, organized, and can work under tight deadlines
Federal contract work experience;
Technical Requirements (required and desired - specify):
Required- Bachelor's degree in Computer Science, Information Systems, Engineering, Business or other related discipline
5+ years of helpdesk experience in a government helpdesk environment
5+ years of experience of management and oversight of IT Service Desk Tier levels on government project and/or program
Experience in project development from inception to deployment
Demonstrated ability to manage projects of various types and complexity
Demonstrated history of strong leadership skills
Experience communicating effectively with technical, non-technical, and executive-level customers, both written and orally - showcasing the ability to articulate technical concepts to non-technical audiences
Experience directing teams in the implementation of new or enhanced technical capabilities, as directed by the client
Extensive knowledge and hands-on experience in managing both technical and non-technical facets of IT support services within the Federal Government
Experience using ServiceNow
Experience with Knowledge Base Maintenance and updating and troubleshooting the guides and solutions
Desired: NIH experience
Public Trust
Training and Certifications:
Other: Must be able to obtain and/or pass a public trust background check.
Full-Time/Part-Time
Full-Time
Position
IT Service Desk Team Lead
Location
Bethesda
This position is currently accepting applications.
Email Alert for IT Service Desk Team Lead jobs in Bethesda, MD, United States
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