Help Desk Team Lead at Softworld Inc

Job Title: Help Desk Team Lead

Job Location: Rosslyn VA 22216

Onsite Requirements:

• Help desk support
• Team leads experience
• ServiceNow or AccessDS.

Job Description:

• You will play a multifaceted role and be responsible for all deskside Support, providing all necessary personnel to fully and completely administer the hardware and software supplied to end users.
• You will ensure cohesiveness between all Tiers and manage the day-to-day operations of services, including incident, service requests, and end-user support.
• The right candidate works well with a team, always exhibits excellent customer service skills, and is self-motivated, seeking ways to improve the environment.

Duties and Responsibilities:

• Provide supervision of all desk side personnel assigned to this contract
• Ensure Call Center personnel adhere to all Tier 2 SOPs
• Ensure satisfactory performance of contract task areas
• Optimize shifts to meet fluctuations in call volumes
• Ensure staff are trained for all ticket types
• Ensures that projects adhere to client Quality Management System, including client tools and industry best practices, and that adequate status reporting, reviews, and other control tools are employed to keep projects on track and customers fully informed of status
• Strategically work together with cross-functional teams to provide innovative, customer-focused experiences

Basic Qualifications (required):

• TS required with the ability to be cleared up to TS/SCI.
• Must have team lead experience
• Provide program support as a Service Desk Supervisor
• Manage Service Desk Queues (including application)
• Fulfill tickets and update ServiceNow and Access DS.
• Supervise Service Desk Technicians Tier 1 and 2.
• Responsible for the daily operation of the Service Desk team
• Coordination and management of service desk schedule (including part-timers)

** 3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.

This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future.

This client is a US Federal Government contractor and is legally required to hire US Citizens. US Citizens will only be considered for this role.

Due to the nature of the work, a United States Government Clearance is required to be eligible for the position. **