Job Detail

Title:  Help Desk Technical Support Lead Category:  Information Systems Location:  Albuquerque, NM / USA   |   Sector:  Technical Services

Posting ID:  TS/092126 Description: The Help Desk Lead will be responsible for leading a shift of 4-5 Tier I/Tier II analysts in a Customer Support Center that provides support for a Department of Defense program 24x7x365. This is a leadership position that involves both operational (day-to-day support) and project implementations of systems. The best candidate demonstrates competency in problem solving; has experience with processes and methodology associated with design, documentation, transition and implementation/integration of systems support; provides a key role in all Help Desk projects; prepares and conducts team training, user training and knowledge repository scripts; leads continuous process improvement cycle; demonstrates flexibility in working extended hours to meet deadlines and being on-call to provide leadership for urgent incidents; leads the shift team by example, demonstrating excellence in all capabilities, including performing duties of Tier I/II analysts and providing team training and mentoring; performs management responsibilities by providing input into team members' performance. The best candidate also: leads the resolution of service requests in an appropriate manner and timeframe, adhering to the SLAs; manages schedules and prioritizes team workload and work hours using staffing forecasting and covering peak contact times; routinely reports on SLA performance and metrics; oversees user surveys; leads mass communication notices to internal and external users; manages urgent incident response and resolution. Work to be performed primarily in Albuquerque, New Mexico and travel may be required to other sites. Candidates must be US Citizen and eligible for a Security Clearance. Must have skills/experience: - Minimum of 3 years Help Desk/Support Center experience, at least 1 year in a leadership role - Bachelor's degree in computer science, information systems or equivalent experience - Hands-on experience with ITIL, Remedy and ACD systems - Excellent written, verbal and interpersonal communication skills with a team oriented, multi-tasking personality - Exceptional work ethic and attendance record; exhibit ownership, follow-through, initiative, integrity and trustworthiness; intellectual strength and a passion for customers Additional skills: - Experience working with the DoD and US Army - Experience with the DoD Information Systems security requirements - Experience with project team leadership and systems life cycles - HD Certification a plus