12 IT Service Desk Lead Jobs in Bethesda, MD

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IT Service Desk Lead

Riva Solutions Inc

Bethesda, MD | Full Time

$92k-121k (estimate)

3 Weeks Ago

Business Analyst Lead (Help Desk/Trainer) with Security Clearance

Acclaim Technical Services

Bethesda, MD | Other

$100k-122k (estimate)

5 Days Ago

Help Desk Specialist SME - Bethesda – FSP with Security Clearance

Acclaim Technical Services

Bethesda, MD | Other

$82k-103k (estimate)

5 Days Ago

Help Desk Technician (Secret Cleared) with Security Clearance

Connsci

Bethesda, MD | Other

$53k-66k (estimate)

5 Days Ago

IT Service Desk Team Lead

Evolver, LLC

Bethesda, MD | Full Time

$97k-124k (estimate)

2 Weeks Ago

IT Service Desk Team Lead

Evolver Federal

Bethesda, MD | Full Time

$98k-124k (estimate)

2 Weeks Ago

IT Service Desk Team Lead

Amdex Corporation

Bethesda, MD | Full Time

$98k-124k (estimate)

1 Week Ago

IT Service Desk Team Lead

Key Concepts Knowledgebase Llc

Bethesda, MD | Full Time

$64k-80k (estimate)

1 Week Ago

Senior Service Desk Specialist

LCG, Inc. Career Center

Bethesda, MD | Full Time

$74k-98k (estimate)

1 Week Ago

IT Service Desk Specialist III

LaweLawe Management Group

Bethesda, MD | Full Time

$64k-80k (estimate)

3 Days Ago

Service Desk and Desktop/Field Support

Elegant Enterprise Wide Solutions, Inc

Bethesda, MD | Full Time

$58k-72k (estimate)

1 Week Ago

IT Service Desk Specialist Level II

LaweLawe Management Group

Bethesda, MD | Full Time

$59k-74k (estimate)

3 Days Ago

IT Service Desk Lead

Riva Solutions Inc Bethesda, MD

$92k-121k (estimate)

Full Time | Business Services 3 Weeks Ago

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Riva Solutions Inc is Hiring an IT Service Desk Lead Near Bethesda, MD

Title: IT Service Desk Lead

Location: Bethesda, MD and/or Rockville, MD

Terms: Full-time

Clearance: Public Trust

Travel: 0-20%

Education: BA/BS degree and 7 years of experience

RESULTS. INNOVATION. VALUES. ACCOUNTABILITY.

That’s RIVA. Our employee-first approach has manifested a culture that attracts the best and brightest. By investing in people first, and providing a flexible work environment, our employees have higher morale, higher productivity rates, and lower turnover. At RIVA, people are our #1 priority.

Project Description

RIVA’s Federal Health customer has developed a variety of software applications that support administrative and Grants Management processes and functions. They provide directors, branch chiefs, program managers, program officers, budget officers, scientists, and administrative and support staff with software solutions and tools necessary to manage their workload, to perform daily work assignments and to quickly share, exchange and disseminate information to the appropriate staff members internal and external to their community.

RIVA is providing IT Services and Support to their customer’s CIO office, Project Management Office, Network Infrastructure Section, Service Desk Section, and the customer user community. The CIO’s office manages all aspects of the customer’s branch sections from projects to documentation and policies. The Project Management Office provides a framework, tools, and staff to manage projects and initiatives. The Network Infrastructure Section provides IT infrastructure support, including networking/firewalls, backups, data center management, and operating system management. The Service Desk Section provides hands-on troubleshooting and user support for RIVA’s customer users, including support for laptops, desktops, peripherals, smartphones, operating systems, and software.

Position Description

We are seeking a skilled and experienced IT Service Desk Lead to oversee a 6-person team of Tier 1, Tier 2, and Tier 3 Service Desk analysts. The ideal candidate will be responsible for providing leadership, guidance, and technical expertise to ensure the delivery of high-quality support services to our internal users. The successful candidate will collaborate with cross-functional teams to optimize service desk operations, resolve complex technical issues, and drive continuous improvement initiatives.

Responsibilities

The Service Desk Team Lead shall oversee service desk issues of all tiers as well as providing hands-on Tier 3 support, overseeing the resolution of complex technical challenges, conducting in-depth root cause analyses, and developing custom solutions. They are expected maintain standard operating procedure documentation, contributing to the ongoing optimization of the IT environment, all while providing essential leadership and guidance to the team.

Team Coordination and Assistance with Tickets: Coordinate activities between Tier 1, Tier 2, and Tier 3 support. Oversee incident triage, ensure proper escalations, and facilitate efficient incident management. Actively engage in ticket resolution, when necessary, especially during peak workloads, complex incidents, or staff shortages.
Escalation Management: Manage incident escalations, ensuring timely resolution and communication with end-user.
Performance Management: Monitor team performance, provide regular feedback, and identify training needs. Generate reports on team efficiency and incident resolution times.
Knowledge Base Maintenance: Oversee the maintenance and update of the knowledge base, ensuring it contains accurate troubleshooting procedures and solutions for common issues.

Requirements

Minimum of 7 years of experience working in a service desk environment, with demonstrated experience in a leadership and/or supervisory role.
Experience with Microsoft 365 Government suite (Outlook, Word, Excel, PowerPoint, Teams, etc.)
Experience with Microsoft SharePoint for document management and sharing.
Experience with Active Directory for user account management, access control, and password resets.
Experience with Microsoft Remote Desktop and tools like PowerShell.
Experience using Azure DevOps and/or working in an agile environment.
Strong technical background with experience supporting a wide range of IT systems, applications, and hardware.
Proven leadership abilities, with a track record of motivating and development high-performing teams.
Strong problem-solving and decision-making skills, with the ability to analyze complex issues and implement effective solutions.
Effective communication skills with the ability to collaborate with cross-functional teams and communicate technical concepts to non-technical stakeholders.
Ability to work effectively in a fast-paced, dynamic environment and prioritize competing demands to meet business objectives.
Ability to obtain a Public Trust clearance.
U.S. Citizenship or have been a permanent resident for more than 3 years.

Preferred Certifications

ITSM related Certifications
Microsoft 365 related Certifications

RIVA Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, veteran status, or any protect class. If you need a reasonable accommodation to search for a job opening or to submit an online application, please email accommodations@rivasolutionsinc.com. Only messages left for this purpose will be returned.

Job Summary

JOB TYPE

Full Time

INDUSTRY

Business Services

SALARY

$92k-121k (estimate)

POST DATE

05/14/2024

EXPIRATION DATE

05/26/2024

WEBSITE

rivasolutionsinc.com

HEADQUARTERS

TYSONS CORNER, VA

SIZE

200 - 500

FOUNDED

2009

CEO

NAVEEN KRISHNAMURTHY

REVENUE

$50M - $200M

INDUSTRY

Business Services

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