We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose. Grow with us! As a growing business, every NuAxis Innovations employee impacts the success and direction of this company. We all share a true passion for technology and enjoy working together to develop solutions, share ideas, and exchange knowledge. At NuAxis Innovations, we celebrate diversity and the unique perspective each team member brings to his/her job, team, and community. We are currently seeking a talented and motivated Technical Support Lead for a Full-Time position at the Department of Labor (DOL).

Job Summary: 

The Technical Support Lead will provide leadership and technical support for Program Support Technicians on the walk-up Service Desk. Must provide oversight to the operations and serve as the focal point for customer concerns. Drive, develop and manage the process for incident management, while making recommendations for improvement. Ensure technicians understand the process associated with the identification, prioritization, and resolution of reported problems. Prepares various types of reports for management, to include the tracking of ticket escalations, unscheduled service interruptions, and reoccurring problems. Provides feedback and coaching to Program Support Technicians who provide IT support for users visiting the Technical Assistance Center.

Essential Functions:

• Tactical oversight and management of all IT support activities.
• Tactical onsite oversight, coordination, and management of services that include on-site IT support, workstation set-up and support, workstation inventory tracking, incident and service requests fulfillment, and customer issues resolution.
• Daily work distribution to include, but not limited to, work plans, email support, and counter support.
• Provide performance monitoring and inspection as outlined in DOL Quality Assurance plans.
• Provide daily, weekly, and monthly coaching and development.
• Monitor technician staff attendance.
• Recommend disciplinary action to operations supervisor and DOL management.
• Provide tactical day-to-day operational supervision of staff to include call monitoring, ticket performance review, customer satisfaction surveys, technician coaching and development, disciplinary recommendations, and actions, recruiting, interviewing, hiring and performance report generation and analysis.
• Coaches staff
• Ensures adherence to applicable SLAs.
• Completes the minimum required monitoring as outlined in the Quality Assurance Plan

Experience:

At least 3-5 years of current experience in supporting an IT service desk.

Requirements:

Must have (or be willing to obtain as a condition of employment):

• Current Microsoft Certified exam qualifying you as a Microsoft Office Specialist (MOS) for Office 2007 or later.
• Certification in ITIL v3 Foundations, Help Desk Institute's HDA*, Customer Service Representative, or other IT industry certification.
• Tactical oversight and management of all IT support activities.

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!

Our Profile:

We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.

NuAxis is an Equal Opportunity/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation. Learn Moreabout our Benefits and Culture!

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