LaunchPointPEO
Helpdesk Team Lead
LaunchPointPEO, Washington, District of Columbia, us, 20022
Company Overview:Subsidium, Inc. is a global provider of engineering, systems integration, technical, and programmatic services to both Government and Commercial entities. Subsidium provides mission critical services to Department of Defense (DoD) customers in CONUS, OCONUS, and forward deployed environments. Our customers demand the innovative, flexible, and mission focused approach that we deliver. Subsidium is dedicated to helping our customers overcome challenges through innovative solutions; particularly the continuing and evolving challenges presented in the transformation of the U.S. military and in the global war on terror. Subsidium and its employees are committed to mission accomplishment and organizational excellence.
Location:
601 Pennsylvania Ave. NW (North and South Buildings), Washington, D.C.
Job Summary:The National Gallery of Art is an art museum in Washington, D.C. The Gallery serves the nation by welcoming all people to explore and experience art, creativity, and our shared humanity. The Gallery develops the understanding of art through collecting and exhibiting in ways that reflect our nation and its histories; preserving its collections for future generations; and delivering compelling public programs and events, engaging digital experiences, and groundbreaking scholarship.The National Gallery uses Information Technology (IT) in the execution of its mission. The information technology services are managed by Treasurer's office of Digital Solutions (TDS). These services are delivered through various departments within TDS. The purpose of this work is to procure customer-oriented, technical contractor personnel to supplement the National Gallery's information technology staff supporting Tier 1 and Tier 2 User Services/Helpdesk support for endpoint computing and end-user services.
Responsibilities/Duties:
Provide day-to-day oversight of daily helpdesk activities to ensure incidents, requests, and escalations are assigned in a timely fashion.Prioritize tickets and allocate resources to confirm an appropriate resolution for customers.Provide guidance regarding daily ticket updates to promote customer communications.Ensure the team is meeting all customer expectations using metrics to improve customer service and helpdesk processes.Support the User Services Manager in providing direction and assistance to the Helpdesk Team while ensuring they are providing outstanding customer support.Work with Project Manager in coordinating and scheduling Helpdesk technician work to accommodate desk side and phone support for the entire organization while meeting special projects timeline.Proactively identify opportunities to optimize and enhance Helpdesk services, support, and new technology adoption.Serve as subject matter expert and escalation point to personnel in the Helpdesk support team.Maintain both the ticketing system (ServiceNow) and knowledge base to ensure accuracy.Measure and report on service delivery performance metrics including customer satisfaction follow ups, request, and incident ticket statistics via ServiceNow.Manage the life cycle of all issues, primary objective are: to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.Escalate higher priority issues to System Administrator, Network Administrator, Network Team, and/or Operations for in-depth analysis.Train Helpdesk staff with new internal processes and procedures.Support projects using project management toolsQualifications:
At least five (5) years of progressive IT experience, to include three (3) at a complex organization.ITIL certified and proven track record of applying it to Helpdesk Operations.Expertise of ServiceNow ticketing system for tracking and resolving both incidents and requests opened by user calls.Experience in installing and troubleshooting OA systems in user organizations.Ability to stay current with evolving IT technology, e.g., Endpoint management tools (e.g., Ivanti, JAMF, SmartDeploy, etc.), network and wireless connectivity, latest software releases, etc.Ability to measure effectiveness of customer service and make adjustments in service to increase user satisfaction.Ability to manage competing priorities with little direction.Knowledge of Microsoft and Apple office automation environments (hardware, software and tools) and evolving trends.Education/Certifications:
A Bachelor's degree or 10 years' work experience in a related field.Benefits and Perks:
Medical / Vision and Dental PlansHoliday and Personal Time Off Pay401KLife InsuranceEducation and Training Assistance Program (discussed during the onboarding process)Incentive Plans and Referral BonusesEmployee Assistance ProgramsSubsidium, Inc is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Location:
601 Pennsylvania Ave. NW (North and South Buildings), Washington, D.C.
Job Summary:The National Gallery of Art is an art museum in Washington, D.C. The Gallery serves the nation by welcoming all people to explore and experience art, creativity, and our shared humanity. The Gallery develops the understanding of art through collecting and exhibiting in ways that reflect our nation and its histories; preserving its collections for future generations; and delivering compelling public programs and events, engaging digital experiences, and groundbreaking scholarship.The National Gallery uses Information Technology (IT) in the execution of its mission. The information technology services are managed by Treasurer's office of Digital Solutions (TDS). These services are delivered through various departments within TDS. The purpose of this work is to procure customer-oriented, technical contractor personnel to supplement the National Gallery's information technology staff supporting Tier 1 and Tier 2 User Services/Helpdesk support for endpoint computing and end-user services.
Responsibilities/Duties:
Provide day-to-day oversight of daily helpdesk activities to ensure incidents, requests, and escalations are assigned in a timely fashion.Prioritize tickets and allocate resources to confirm an appropriate resolution for customers.Provide guidance regarding daily ticket updates to promote customer communications.Ensure the team is meeting all customer expectations using metrics to improve customer service and helpdesk processes.Support the User Services Manager in providing direction and assistance to the Helpdesk Team while ensuring they are providing outstanding customer support.Work with Project Manager in coordinating and scheduling Helpdesk technician work to accommodate desk side and phone support for the entire organization while meeting special projects timeline.Proactively identify opportunities to optimize and enhance Helpdesk services, support, and new technology adoption.Serve as subject matter expert and escalation point to personnel in the Helpdesk support team.Maintain both the ticketing system (ServiceNow) and knowledge base to ensure accuracy.Measure and report on service delivery performance metrics including customer satisfaction follow ups, request, and incident ticket statistics via ServiceNow.Manage the life cycle of all issues, primary objective are: to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.Escalate higher priority issues to System Administrator, Network Administrator, Network Team, and/or Operations for in-depth analysis.Train Helpdesk staff with new internal processes and procedures.Support projects using project management toolsQualifications:
At least five (5) years of progressive IT experience, to include three (3) at a complex organization.ITIL certified and proven track record of applying it to Helpdesk Operations.Expertise of ServiceNow ticketing system for tracking and resolving both incidents and requests opened by user calls.Experience in installing and troubleshooting OA systems in user organizations.Ability to stay current with evolving IT technology, e.g., Endpoint management tools (e.g., Ivanti, JAMF, SmartDeploy, etc.), network and wireless connectivity, latest software releases, etc.Ability to measure effectiveness of customer service and make adjustments in service to increase user satisfaction.Ability to manage competing priorities with little direction.Knowledge of Microsoft and Apple office automation environments (hardware, software and tools) and evolving trends.Education/Certifications:
A Bachelor's degree or 10 years' work experience in a related field.Benefits and Perks:
Medical / Vision and Dental PlansHoliday and Personal Time Off Pay401KLife InsuranceEducation and Training Assistance Program (discussed during the onboarding process)Incentive Plans and Referral BonusesEmployee Assistance ProgramsSubsidium, Inc is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.