Help Desk Lead

Profile

SUMMARY
Global Technical Services, LLC (GTS), a **MEMBERS ONLY**SIGN UP NOW***. company, is seeking a seasoned Help Desk Lead to develop and implement a Help Desk, responsible inquiry or issue documentation, providing immediate feedback to customer, escalating inquiries/issues to the appropriate party for resolution.  The Help Desk lead will set the standard for help desk operations for multiple IT projects across a large federal government IT portfolio.
ESSENTIAL DUTIES & RESPONSIBILITIES
The Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are
not
intended to reflect all duties performed within the job. Other duties may be assigned.
Responsibilities include developing the Help Desk processes and procedures for Agile operations and oversee Help Desk operations for a large user base. 
mproving the customer service experience, creating engaged customers and facilitating organic growth, taking ownership of customer inquiries/issues and following them through to resolution.
QUALIFICATIONS - EXPERIENCE, EDUCATION AND CERTIFICATION
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required (Minimum) Qualifications
Minimum of 3-5 years of IT help desk and customer support experience
At least 2 years’ experience with continuous integration/continuous delivery operations
Bachelor’s degree, preferably in computer science or related major
Must have or be able to obtain a SECRET security clearance
US citizenship
Ability to attain a Department of Defense SECRET clearance
      Knowledge, Skills and Abilities
Knowledge of IT Help Desk standard operations and functions 
Knowledge of effective management principles
Knowledge of process improvement or quality assurance systems
Knowledge of Agile project management theories and practice applicable to moderate to large scope projects
Ability to coach and mentor technical team members 
Skill in problem solving of technical issues in an IT environment
Skill in identifying measures or indicators of program performance and in operating computers and applicable software 
Skill in reviewing, analyzing and evaluating large volumes of data
Skill in using computer systems and programs including the Microsoft Office Suite (Explorer, Word, Excel, Outlook, SharePoint) and Jira
Knowledge of Call Center best practices
Ability to develop and implement effective customer service processes
Skill in Facilitation
Ability to plan, assign, and evaluate the work of others
Preferred
Appropriate Agile certifications
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must maintain a constant state of mental alertness at all times. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about.
WORK ENVIRONMENT
Work Environment characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of this job. 
Job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse and multi-line telephone system. The work described herein is primarily a modern office setting. Occasional travel may be required.
SUPERVISORY RESPONSIBILITIES
There are no supervisory responsibilities.
ADDITIONAL QUALIFYING FACTORS
As a condition of employment, may be required to pass a pre-employment drug screening, as well as have acceptable reference and background check results to obtain access to military base. Must have reliable transportation to/from work a necessity and must be able to obtain access to military installations.
Shareholder Preference.
 BSNC gives hiring, promotion, training and retention preference to BSNC shareholders, shareholder descendants and shareholder spouses who meet the minimum qualifications for the job.
**MEMBERS ONLY**SIGN UP NOW***. is an Equal Opportunity/ AA/ Male/ Female/ Disability/ Vets employer.
We participate in the E-Verify Employment Verification Program. We are a drug free workplace.
# of Vacancies
1

Company info

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