We are seeking a Service Desk Lead for our on-site location in Bethesda, MD. The ideal candidate will lead a team of Help Desk professionals providing excellent customer service to our clients and system users, maintaining the overall health of our clients' technology systems, and ensuring timely resolution of IT support-related issues. This role will manage the Incident queue to ensure all non-voice related Incidents created, are addressed, and assigned to the Agents. The Help Desk Operations Specialist will allocate resources in real-time to outbound resolution activities to ensure SLA’s are met.
This position is 100% in-office at a client site in Bethesda, MD. Analytica has been recognized by Inc. Magazine as one of the fastest-growing 250 businesses in the US for 3 years. We work with U.S. government clients in health, civilian, and national security missions to build better technology products that impact our day-to-day lives. The company offers competitive compensation with opportunities for bonuses, employer-paid health care, training and development funds, and 401k match.
Responsibilities include (but not limited to):
Work closely with the leadership team to ensure all objectives are in place, documented, and followed to ensure customer SLAs are satisfied.
Coach, develop, and direct team members daily to improve customer service, and satisfaction, and increase overall efficiency of operations.
Lead queue management activities that enable a team of Help Desk technicians, ensuring they meet performance targets and provide exceptional customer service.
Work closely with the Help Desk and technical staff to ensure all objectives are in place, documented, and followed to ensure the obtainment of Help Desk KPI’s.
Stay up to date with the latest IT Service Management trends and developments to provide accurate and efficient support.
Lead the dispatch process of service Incidents to ensure full utilization of technical resources.
Prioritize incoming and support requests, ensuring timely resolution and adherence to service level agreements (SLAs).
Allocate resources effectively to meet support demands.
Maintain and update knowledge base articles, troubleshooting guides, and support documentation for the team.
Provide reporting of service metrics to Leadership Team
Provide status reports to the Help Desk Manager on a weekly basis regarding resource allocation and continual service improvements.
Basic Qualifications:
Communication: The ability to give and gather information and actively manage the communication process by asking questions, conveying complex information in plain language, listening, and considering others’ views, stating own views clearly and concisely, and addressing conflict in a professional and productive manner.
Forward Thinking: The ability to anticipate the implications and consequences of a situation and take appropriate action to be prepared for contingencies.
Drive for Results: Dedicated to achieving the best results by taking a dynamic approach to work; perseveres and uses metrics to analyze performance.
Diagnostic Information Gathering: The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information when others are reluctant to disclose it.
Analytical Thinking: The ability to tackle a problem by using a logical, systematic, sequential approach.
Time Management: Demonstrated ability to prioritize and manage multiple escalations and tasks simultaneously in a fast-paced environment.
Customer Service Orientation: A strong commitment to delivering exceptional customer service and maintaining high levels of customer satisfaction.
Adaptability: Flexibility to adapt to changing technologies, processes, and customer needs in the IT support environment.
Prior experience in Incident Management with experience using the Autotask IT Service Management Solution or a similar ITSM toolset.
Experience with Microsoft Excel Pivot tables and reporting features
Certifications: Relevant certifications such as ITIL V3 or V4, HDI Incident Management Principles, HDI Service and Support Metrics, or similar industry-recognized credentials are a plus.
Ability to manage stress well in times of heavy workload and in critical business scenarios.
3+ years of experience in IT Service Management.
4-6 Years’ experience working in Service Desk / Help Desk capacity.
Excellent interpersonal skills
Associate degree: An associate degree in computer science, information technology, or a related field is preferred.
Experience in a Managed Services Provider (MSP) environment is a huge plus!
Analytica LLC. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases.
