HQ IT Service Desk Task Lead

Rockville, MD, United States

Kadiak

Job ID 24200112

Kadiak, a Koniag Government Services company, is looking for an exceptional HQ IT Service Desk Task Lead to support our government client in Rockville, MD. Preference will be given to qualified applicants who are a member of a Federally Recognized Native American Tribe. Position requires U. S. Citizenship.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Position Overview:

Seeking a qualified HQ IT Service Desk Task Lead with experience managing an IT Service Desk. This position based in Rockville, Maryland and candidate must be able to work on-site. Recent experience with ServiceNow or BMC Remedy.

Responsibilities:

The most successful candidate must be knowledgeable and experienced with the following:

Supervise the day-to-day operations of the IT Service Desk.

Support and coach team members on effective methods to research, troubleshoot, and deliver solutions.

Train team members on the Service Desk systems, process, tools, and procedures required to document, track and resolve reported problems and to meet operational service levels and standards.

Ensure the latest product and technical updates or policies are available and communicate to the team.

Monitor request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards.

Escalate point for critical issues and facilitates a final resolution.

Analyze, evaluate, and/or make recommendations for improvement in the efficiency of internal processes, administrative operations, organizations, or management.

Assist in the development of directives and the design, development, documentation, and implementation of various reporting systems.

Ensure the timely process through which problems are controlled. Includes problem recognition, research, isolation and follow-up steps.

Identify, organize, direct, coordinate, and report the status of planning and production of all activities associated with assigned delivery order projects.

Implement and manage (day-to-day) assigned delivery order projects, either independently or with assigned teams of information system and management professionals.

Initiate, implement, and/or oversee routine or as needed administrative and managerial project-related activities, including creating analysis and feedback tools, schedules, work plans, management reporting tools, testing plans, meeting planning and materials, training plans, web site content, and other related tasks.

Involve use of problem management database and Service Desk systems.

Perform tests during application development, assists with application documentation, familiarizes personnel with applications, conducts on-site installations, provides direct user support as well as other forms of assistance to program and project leads.

Perform work that supports a wide range of IT management activities including strategic planning, workforce planning, policy and standards development, resource management, knowledge management, management, and auditing.

Plan, conduct and direct the analysis of IT problems, and provides technical expertise in identifying, evaluating and recommending IT systems solutions to specific situations to improve the efficiency of internal administrative operations, organizations, or management.

Plan, develop, and provide training on assigned software applications, working with established instructional design concepts and guidelines for effective training materials.

Provide problem-solving support (by phone and in-person) to users using information center tools.

Provide supervision of contract IT development, maintenance, and support activities, including task delegation, monitoring, and status reporting.

Provide support for e-mail, directories, standard Windows desktop applications, in addition to specific customer applications.

Serve as the initial point of contact for Service Desk support for agency programs.

Use proper troubleshooting techniques, analyzes user-related problems in assigned applications and applies or recommends solutions.

Other duties assigned.

Education and Experience:

Candidate will be evaluated for senior role based upon the following criteria:

U. S. Citizen with ability to obtain a Public Trust Clearance.

Minimum of 5 years’ experience, 3 years of which must be specialized in Service Desk Management.

Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or other related discipline, or equivalent experience.

Excellent communication skills (verbal, presentation, and written).

A demonstrated proficiency in Microsoft Windows/Office and Microsoft Project.

Additional Certifications highly desired.

Required Skills and Competencies:

A positive customer service attitude.

Ability to adapt to quickly changing priorities

Ability to provide support for all peripherals and mobile devices

Ability to take a proactive approach to problem solving

Demonstrate a proven record of successful execution in a cross-team collaborative IT environment

Experience with management of a Service Desk in ServiceNow and experience in role as a queue manager

In-depth Knowledge of Microsoft Windows 10 and Microsoft applications

Knowledge of ticketing systems such as ServiceNow (Madrid, Orlando), BMC Remedy

Proactive approach to problem solving

Proven record of successful execution in cross-team collaborative IT environment

Strong documentation, diagramming, and reporting skills

Strong written and verbal communication skills

Preferred Skills:

ITIL V3/V4 Foundations Certified or HDI Support Center Manager, Desktop Advanced Support Technician, Customer Service Representative.

Experience with Adobe Connect

CompTIA CE A+, Network +, Security + highly desired.

Mid-level personnel resolve less complex problems immediately, while more problems that are complex are elevated to senior or supervisory personnel.

Successful candidate is subject to a background investigation by the government and must be able to meet the requirements to hold a government security clearance.

Staff members enjoy a collaborative work environment. We recognize our staff members for their contributions to the team’s success as well as individual professional accomplishments. Offer competitive salaries and a very comprehensive employee benefits program. We are an Equal Opportunity Employer.

Office Location and Travel:

Rockville, MD 20857. No travel is anticipated.

Clearance Requirement:

Must be a U. S. Citizen with ability to obtain an MBI Public Trust clearance.

Our Equal Employment Opportunity Policy:

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information, or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at [email protected] or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352

Medical Insurance Vision Insurance Dental Insurance 401k Disability Maternity Tuition Assistance

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