Archimedes Global
Help Desk Team Lead
Archimedes Global, Washington, District of Columbia, us, 20022
Archimedes Global is currently recruiting a Help Desk Team Lead to join our team in the DC metro region. This position is telework eligible with the ability to work onsite, as required. The selected individual will be responsible for overseeing the day-to-day operations of the Help Desk team, providing technical guidance and support to team members, and ensuring timely resolution of user issues and requests.
The selected individual will:
Lead and supervise the Help Desk team, including testing, training, and evaluating team membersProvide technical guidance and support to team members in troubleshooting and resolving user issues and requestsEnsure tickets and requests are prioritized and assigned appropriatelyMonitor and track team performance to ensure timely and effective resolution of user issues and requestsCollaborate with other IT teams to identify and implement solutions to recurring issues and improve overall user support experienceDevelop and maintain knowledge base articles and documentation to facilitate self-service and improve first call resolution rateAssist in developing and implementing IT policies, procedures, and standardsStay current with emerging technologies and industry best practices in IT support and service managementRequirements
Bachelor's degree in Computer Science, Information Technology, or a related field8+ years of experience in IT supportActive Secret security clearance requiredExperience in a team lead or supervisory role in IT supportStrong technical troubleshooting and problem-solving skillsExcellent communication and customer service skillsExperience with IT service management tools such as ServiceNowITIL Foundation certification or equivalent knowledgeKnowledge of Windows and Mac operating systems
Benefits
Archimedes Global, Inc. is a diversified technology company providing information and engineering solutions to government and businesses worldwide. Archimedes delivers superior results by combining deep domain expertise with technology-enabled innovations. We are proud to offer highly competitive compensation packages and outstanding benefits. If you feel you have what it takes, turn your interest into action & apply now!
The selected individual will:
Lead and supervise the Help Desk team, including testing, training, and evaluating team membersProvide technical guidance and support to team members in troubleshooting and resolving user issues and requestsEnsure tickets and requests are prioritized and assigned appropriatelyMonitor and track team performance to ensure timely and effective resolution of user issues and requestsCollaborate with other IT teams to identify and implement solutions to recurring issues and improve overall user support experienceDevelop and maintain knowledge base articles and documentation to facilitate self-service and improve first call resolution rateAssist in developing and implementing IT policies, procedures, and standardsStay current with emerging technologies and industry best practices in IT support and service managementRequirements
Bachelor's degree in Computer Science, Information Technology, or a related field8+ years of experience in IT supportActive Secret security clearance requiredExperience in a team lead or supervisory role in IT supportStrong technical troubleshooting and problem-solving skillsExcellent communication and customer service skillsExperience with IT service management tools such as ServiceNowITIL Foundation certification or equivalent knowledgeKnowledge of Windows and Mac operating systems
Benefits
Archimedes Global, Inc. is a diversified technology company providing information and engineering solutions to government and businesses worldwide. Archimedes delivers superior results by combining deep domain expertise with technology-enabled innovations. We are proud to offer highly competitive compensation packages and outstanding benefits. If you feel you have what it takes, turn your interest into action & apply now!