Summary
McIntire Solutions is actively seeking to fill a Service Desk Lead position will be responsible for leading a Service Desk Lead team in Ashburn, VA. The individual will be in charge of managing the relationships and making sure the customers’ needs are met.
Responsibilities:
- Provide technical leadership and coordination with all on-site IT Service Desk personnel
- Ability to lead a team of 15-25+
- Present and manage metrics and key performance indicators
- Support the implementation and on-going management of an enterprise level IT Service Desk application
- Lead and participate in IT projects
- Develop and demonstrate an understanding of customer and business needs
- Document IT Service Desk processes and ensure processes are kept up to date
- Resolve escalated customer and vendor issues
- Maintain 100% customer resolution and satisfaction for all issues
- Resolve daily issues of a complex scope that impact the team and overall business objectives
- Generate operational reports to provide visibility into the performance of the IT Service Desk
- Oversee and establish best practices for the way the team monitors, prioritizes, and assigns tickets
- Ensure that tickets are attended to in a timely manner, escalated as appropriate, and closed with proper documentation
- Coordinate requests for new laptops, desktops, cell phones, or other devices.
- Ensure that necessary reports are run in a timely manner
- Oversee the day-to-day technical operations of the facility and provide end user support.
- Provide support to the user community by working on trouble tickets from the Help Desk and communicating with users via email, telephone, radio, or in person
- Communicate with IT management to escalate any issues that are severe
- Identify areas for improvement
- Install and troubleshoot peripherals, including all-in-one printers
- Regular attendance and timeliness
Required Qualifications:
- 10-15 years of service desk experience
- Tier zero and Tier 1 support experience
- Manage call center or team size of 20-30 minimum of on-premise and remote agents
- Working knowledge of networking technologies including TCP/IP, basic routing, and VPNs
- Excellent written and verbal communication skills
- Must have very strong multi-tasking, organizational and documentation skills
- Exceptional attention to detail
- High level of dependability
- Maintains a positive and respectful attitude
- Exerts professionalism
- Ability to think critically and logically and exercise proper judgment
- Must be able to meet deadlines
- Desire to learn and grow with company
Desired Qualifications:
- Bachelor’s Degree in computer science or a technical degree preferred
- MSCE and ITIL certification a plus
McIntire Solutions, LLC is a veteran owned small business based in Northern Virginia and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, McIntire Solutions, LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
