Help Desk Lead bei Digital Consultants, LLC

Description

Leading with our people, Digital Consultants mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality, opportunity, and creativity we remain dedicated to being honest, trustworthy, respectful, and ethical in everything we do. We are a certified SBA 8(a) small, disadvantaged business that supports multiple IT customers within the Federal, civilian and private sectors. Digital Consultants also offers our employees growth opportunities, competitive wages, and a full benefits package. Our founding principles, Fairness and Common Sense make working here more than a job; it’s the Digital family.

Digital Consultants is seeking a Help Desk Lead to support a government customer. The Help Desk Lead is responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III, (e.g., Tier I (phone and e-mail), Tier II (on-site, floor), Tier III (advanced hardware and software break/fix)), and Asset Management.

Duties to include: 

• The Help Desk Lead shall lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services. The Service Desk Manager shall provide support to a customer base of over 3,200 users in a high-profile environment. 
• The Help Desk Lead is required to be onsite at the Fairchild Building in downtown Washington, DC five (5) days per week. 

Requirements

Clearance Required (if any): 

• Contractor/Vendor employees performing work may be required to undergo a criminal history check and fingerprinting prior to initiating work. Contractor/Vendor employees working on-site may also be required to sign a Confidentiality Agreement/ Acknowledgement of Status Agreement. 

Education: 

• Possess a Bachelor’s degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field. 

Certifications:

• Possess Information Technology Infrastructure Library V4 (ITIL 4) certification at time of proposal submission. 
• Possess an industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent. 

Experience 

• Have a minimum of 5-8 years’ overall experience with increasing responsibilities in information systems management. 
• Possess 3-5 years supervisory experience. 
• Have expert working knowledge of ServiceNow. 
• Have experience in a quality assurance environment that includes, at a minimum, knowledge of: customer satisfaction tracking; user complaint and monitoring programs; and quality control programs. 
• Possess excellent written and verbal communication skills, including experience in presenting material to senior Government officials. 
• Have proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors). 

Digital Consultants, an inclusive and welcoming company, is fully committed to hiring and retaining a diverse workforce without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, age (40 or older), disability, Veterans status or any other protected characteristic.

We provide reasonable accommodations to individuals who need assistance during any part of the employment process. If you need assistance navigating Digital Consultants job openings or applying for a position, please send an email to [email protected] or call 571-306-3444. Please provide your contact information and let us know how we can assist you.