Service Desk Team Lead

The Service Desk Team Lead will assist managing Service Desk operations in support of our government customer. The Service Desk Team Lead is responsible for assisting in leading the Customer's Service Desk support operations under the Service Delivery lifecycle. The Team Lead is also responsible for providing high quality, repeatable, consistent, and sustainable IT support and processes to the customer team leaders and internal technical support teams in managing, planning, monitoring, mentoring, and reporting on the services and projects execution for the customer's Service Desk Operations.

The Service Desk Team Lead is charged with managing and monitoring the enforcement of all applicable directives at quality levels acceptable to the government customer. The Service Desk Team Lead will plan, review methods for monitoring, evaluating/reporting incident reports, telephone calls, and customer satisfaction based on available data. Develop, refine, document, and implement policies, processes, and procedures. Provides daily supervision, direction, employee performance evaluations, and development plans to the Service Desk staff in their team. Coach the Service Desk staff to ensure all team members are working incidents, problems, and service request efficiently and accurately in a team-oriented and professional culture.

Responsibilities:

• Effectively communicate with customers, stakeholders, service desk specialists and other OJP technical staff.
• Provides daily supervision and direction to assigned Service Desk personnel.
• Operate the Service Desk according to current customer policies/procedures and ensure that the staff resources are sufficient to provide timely and responsive service desk support to the customer's user community.
• Manage the daily mission for the Service Desk supporting over 1400 internal and 50,000 external users across the USA.
• Ensure all service level objectives are achieved and our customer expectations are met or exceeded on a daily, monthly, quarterly, and annual basis.
• Support and develop a Service Desk environment/culture where collaboration, teamwork, recognition of excellent job performance and mutual respect is supported.
• Increase performance by analyzing compliance to team performance objectives and ticket characteristics, creating effective practices in response to trends.
• Support and maintain the Knowledge Management process to support the Service Desk.
• Ensure timely notification to the customer on service impacting outages or incidents.
• Evaluate performance results and recommend changes affecting the Service Desk.
• Provide guidance based on metrics results generated from the call management system and call tracking/ticketing system (ServiceNow).
• Monitor and report the status on all QA activities for the Service Desk and consolidate metrics and reports.
• Effectively communicate with customers, stakeholders, and technical specialists.
• Provide emergency support for events or incidents.

Required Skills/Experience:

• Significant IT and Applications experience preferably supporting Grant Programs.
• Substantial understanding of ticketing processes and procedures using ServiceNow.
• Experience contributing, reviewing, and editing Knowledge Articles about service desk procedures.
• Must be a U.S. Citizen and successfully complete a DOJ OJP T2 Public Trust background check.
• 4 years of Support experience, preferably in a Service Desk environment or Call Center environment.
• Experience as a Team Lead or Assistant Team Lead experience.
• 2 years of experience at enterprise-level Service Desk support.
• Experience supporting Windows 10/11 operating system.
• Experience supporting Microsoft O365.
• Experience supporting at least one of the following: Adobe Acrobat, Adobe Acrobat Reader, Adobe Creative Cloud Suite, Microsoft Edge, Firefox and Google Chrome.
• Experience with mobile device activation, backup, and troubleshooting.
• Experience supporting enterprise business applications.
• Experience using ServiceNow, Remedy or equivalent ITSM.
• Responsible and able to work with minimal supervision.

Preferred Skills/Experience:

• Experience supporting DOJ or other similar federal agencies.
• HDI Support Center Manager or Service Level Management Certification.
• Experience driving results in a team-oriented environment.
• Experience working in a high stress and changing environment.

Physical and/or Mental Qualifications:

• Excellent communication, interpersonal, and collaboration skills.
• Ability to effectively communicate technical concepts to both technical and non-technical audiences.
• Ability to work independently and as part of a team.
• Ability to prioritize tasks and manage time effectively.
• Ability to adapt to changing priorities and requirements.

EOE, including Disability/Vets.
Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.

Salary Range: $75,000-$85,000
The annual base salary range considers additional factors including, but not limited to, knowledge, skills, and abilities; relevant experience; education; certifications; and geographic location. Inserso cares about the health and wellbeing of its employees and their families. In addition to base salary and dependent upon your employment status, Inserso provides a comprehensive benefits package, to include Health Insurance; Short and Long-Term Disability; Life and AD&D Insurance; 401(k); Company-Paid Holidays; and Paid Time Off (PTO) for vacation/personal matters.