- Professional
- Oficina en Washington
Job Description
The Help Desk Lead who will be 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.
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 government building in downtown Washington, DC five (5) days per week.
State/Province
Salary Max Point
Clearance Level – Must be able to obtain for position
Shift
Union Job
Business Area
City
Job Posting Title
Required Skills and Education
- Information Technology Infrastructure Library V4 (ITIL 4) certification.
- Minimum of 5-8 years’ overall experience with increasing responsibilities in information systems management.
- 3-5 years supervisory experience
- A bachelor’s degree in computer science, Engineering, Information Systems, Business, or other relevant discipline or related field
- Industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent
- Working knowledge of ServiceNow
- 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
- Excellent written and verbal communication skills, including experience in presenting material to senior Government officials
- Proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors)
Company
Postal Code
Regular or Temporary
Posting Requirements
Department
Country
About BAE Systems Intelligence & Security
Intelligence & Security (I&S), based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do—from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels.
This position will be posted for at least 5 calendar days. The posting will remain active until the position is filled, or a qualified pool of candidates is identified.