What are the responsibilities and job description for the Help Desk Team Lead position at Full Visibility LLC?
Help Desk Team Lead – Quantico, VA
Full Visibility is seeking a Help Desk Team Lead to work in
Quantico, VA. Candidate must possess an active Top Secret clearance.
The Help Desk
Team Lead will assist and oversee the support for client systems. The candidate
will manage the performance of service level agreements (SLA) and support to
clients and ensure that service levels are achieved. The ideal candidate will
be responsible for ensuring the Service Desk Analyst are meeting and exceeding
expectations regarding performance, meeting defined metrics/benchmarks, and
that standards and processes are followed to provide effective customer
service.
FV REQ 1001502
Requirements
• Active Top Secret Clearance
• At least four (4 ) years of experience managing or leading a Service Desk environment
• Experience providing daily management and oversight of all requests, incidents, and problems, training and mentoring of Service Desk Analyst, communicating outages/emergency and new software releases
• Experience collecting data and providing reports of trends
• Experience with Service Level Agreements (SLAs) and experience managing and monitoring a team to meet SLAs
• Demonstrated ability to perform system analysis and troubleshooting to analyze, isolate, and document problems/issues, and develop options/solutions for end users
• Excellent communication and written skills, professional phone demeanor, and ability to deal with multiple tasks in a rapid, constantly evolving environment along with a strong customer service attitude
• Ability to work in high-pressure situations and handle multiple tasks simultaneously while maintaining a very professional and appropriate demeanor
• Detailed-oriented with excellent organizational and time management skills, including the ability to prioritize tasks
• Experience prioritizing and escalating issues to ensure user interruption is kept to a minimum, such as experience with ITIL Incident Management
• Basic ability using MS Office Suite
• High School degree or GED, OR 6 years equivalent work experience in addition
Benefits
About Full Visibility
Full Visibility LLC is a federally certified Small Business that delivers innovative technical solutions to address the nation’s most critical and sensitive missions. Founded in 2006, our extensive technical capabilities and expertise support federal and state government agencies with over 100 cleared technical experts specializing in mission solution areas of Digital, AI & Analytics, Cyber, and Engineering.
Our technologists are recognized as industry leaders with demonstrated expertise in innovating and transforming our client environments in support of national security and law enforcement. Headquartered in Tysons, VA – with locations in Chantilly, VA, Quantico, VA, and Huntsville, AL – we have specialized experience supporting sensitive missions and an understanding of the niche skillsets required to overcome challenges in these environments. Our clients benefit from an enthusiastic and reliable team of talent with high employee morale and retention based on our FULL EMPLOYEE approach where each employee’s professional and personal well-being is considered. Our focus on employee development, success, and morale is demonstrated by our consecutive top ranking as the Best Place to Work by the Washington Business Journal as a twelve-time honoree. Full Visibility has also been included on the Inc. 5000 Fastest-Growing Private Companies in America list eight times since 2014.
Full Visibility currently has over 20 active contracts with 100 billable staff supporting 21 clients in the Intelligence and Law Enforcement communities. As part of our commitment to partnerships, we are teammates with 13 prime contract holders. Additionally, Full Visibility holds contracts on several vehicles, such as GSA Multiple Award Schedule (MAS), DISA SETI (as IE TEK JV member), DIA SITE III, HCaTS, as well as several classified vehicles. Our portfolio includes experience serving the Department of Defense, Department of Homeland Security, Department of Justice, and Department of Veterans Affairs, as well as commercial clients.
Contact recruiting@fullvisibility.com for any questions or concerns related to this position or our company.
To review our company benefit offerings please visit https://www.fullvisibility.com/benefits.
