What are the responsibilities and job description for the Help Desk Lead position at BAE Systems?
Job Description
If you are ready for a new and exciting career, come join our team! BAE Systems is seeking a Helpdesk Lead to provide support to our government customer on an upcoming opportunity.
The Help Desk Lead 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 Helpdesk Lead 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 a government building in downtown Washington, DC five (5) days per week.
Required Education, Experience, & Skills
Must possess the following:
- Information Technology Infrastructure Library V4 (ITIL 4) certification.
- Minimum of 5-8 years’ overall experience with increasing responsibilities in information systems management.
- 3-5 years supervisory experience
- A bachelor’s degree in computer science, Engineering, Information Systems, Business, or other relevant discipline or related field
- Industry specific certification such as CompTIA A certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent
- Working knowledge of ServiceNow
- 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
- Excellent written and verbal communication skills, including experience in presenting material to senior Government officials
- Proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors)
Pay Information
Full-Time Salary Range: $82779 - $140723
Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20 hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.
About BAE Systems Intelligence & Security
BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it’s what we do at BAE Systems. Working here means using your passion and ingenuity where it counts – defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team—making a big impact on a global scale. At BAE Systems, you’ll find a rewarding career that truly makes a difference.
Intelligence & Security (I&S), based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do—from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels.
This position will be posted for at least 5 calendar days. The posting will remain active until the position is filled, or a qualified pool of candidates is identified.
Salary : $82,779 - $140,723