Help Desk Lead

SMS Data Products Group, Inc. is seeking a Help Desk Lead on the C4 contract at Kirtland AFB in support of the 377th Comm Squadron.

Since 1976, SMS has specialized in modernizing legacy IT and sustaining complex enterprise environments for federal agencies. With the goal of building long-term partnerships with our customers, we invest in our employees by providing the training, tools, and support they need to keep critical missions operational, improve performance, and reduce risk. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. For additional information on SMS, visit www.sms.com.

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Job Responsibilities

• Provides technical support, direction, supervision, and leadership to members of the help desk team. The help desk team is comprised of both a day shift and after-hours shift members.
• Responsible for all aspects of maintaining these positions, and the individuals in these positions, including the duties of interviewing, scheduling, ensuring shift coverage, work assignment and prioritization, setting work center expectations, performance management, and disciplinary actions.
• Provide competent and friendly customer support on every interaction.
• Monitor and track all open tickets to ensure compliance with contractual requirements while providing updates to customers and leadership as required.
• Address customer feedback surveys. Support special projects, VIPs, and other assignments as needed, respond to shift emergencies on a 24/7 basis.
• Compile and communicate required metrics and notable tasks to leadership.
• Attend regular meetings with external support teams.
• Socialize, document, and coordinate notable information between external support teams and local leadership.

Experience/Skills:

• Ability to manage technicians in a fast paced and highly visible call center while serving as the Subject Matter Expert (SME) (Tier I & II).
• Ability to multi-task and prioritize to ensure all technicians and customers’ needs are responded to appropriately.
• Ability to apply advanced diagnostic techniques to identify problems, investigate causation, and recommend solutions.
• Create, update, review, and close help desk tickets.
• Ability to work with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution or external escalation if needed.
• Familiarity with Windows 10 and Windows 11 Operating Systems and the O365 Microsoft Office Suite.
• Familiarity with creating/updating tickets, Service Now is preferred.
• Familiarity with enterprise class desktop software such as antivirus, remote management and troubleshooting, asset management and inventory, printing, and call centers.
• Knowledge of distributed software, including operating software and personal productivity software.
• Schedule, support, and troubleshoot both classified and unclassified Video Teleconference systems.
• Knowledge of portable technologies such as laptops, tablets, cell phones.
• Generate, update, and maintain required documentation of (Tier I & II) processes and SOPs.

Required Qualifications

• Applicant must possess refined critical thinking skills, should be a self-starter, and may direct the activities of other team members, diplomatic, multi-task capable, adaptive to a dynamic environment, dependable and reliable.
• Minimum of three years of experience working in a help desk organization.
• Minimum of 1 year managing and maintaining a help desk team.
• Experience in the analysis, installation, administration, and troubleshooting of all aspects of a client/server data network including multi-facility client/server network and system administration and support.
• Experience should include IT ticketing and request systems.
• This position may require occasional after-hours call-ins for emergency response. Employees in this role must provide a personal cell phone number for contact purposes.
• Must have and maintain an active DoD Secret security clearance.
• Must have and maintain DoD 8540 IAT-I certification.

Desired Qualifications

• Prior experience in a government consulting services environment is preferred.
• ITIL Foundation v4 certification is preferred.
• Project Management certification is preferred.

SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.