Help Desk Lead, RecruitTalent, LLC., DC, US

The Contractor shall identify a full-time 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 the Fairchild Building in downtown Washington, DC five (5) days per week.
  
  

The Help Desk Lead Shall

• Possess Information Technology Infrastructure Library V4 (ITIL 4) certification at time of proposal submission.
• Have a minimum of 5-8 years’ overall experience with increasing responsibilities in information systems management.
• Possess 3-5 yearssupervisory experience
• Possess a Bachelor’s degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field
• Possess an industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent
• 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)