Abacus Technology
Service Desk Lead
Abacus Technology, Washington, District of Columbia, us, 20022
Service Desk Lead
Job Locations:
US-DC-WashingtonJob ID:
2024-7769Overview
Abacus Technology is seeking a Service Desk Lead to guide a technical support team providing front line support for end users at the US Mint. This is a full-time position.Responsibilities
Lead a service desk providing technical support in an enterprise environment.Monitor the service desk staff to ensure the team is meeting and exceeding contract and performance expectations, defined metrics/benchmarks.Identify and implement best practices and standardize service desk processes to provide effective customer service and deliverables.Oversee support of all requests, incidents, and problems.Manage and coordinate urgent and complicated support issues.Act as an escalation point for all requests and incidents.Develop phone/ticket escalation processes to ensure free flowing escalation and information within the organization.Determine root cause of issues and communicate to customers.Train and coach service desk specialists before being assigned to their duties.Monitor work load and call volume, verify sufficient employee coverage, and provide backup support as necessary.Develop and implement strategies for staff improvement and training.Monitor and manage phone queue.Oversee Knowledge Management repository and ensure top quality solutions are available to the staff.Review end user feedback to improve services, tools, and support experience.Qualifications
15+ years experience in an IT service desk environment. Bachelor's degree in a related field. Must be PMP and Agile certified. Must hold at least one of the following certifications: HDI-CSR, Microsoft 365: Modern Desktop Administrator Associate, and/or ITIL v4 Foundations. Must be A+ certified or able to obtain the certification within 6 months of start date. Experience managing a tiered help desk providing enterprise level IT support. Experience supporting a geographically dispersed organization desired. Knowledge of service level agreements, tracking metrics, identifying trends, and providing deliverables. Must have extensive experience with desktop and server hardware and operating systems. Experience with ServiceNow preferred. Experience with application support for MS Office, COTS, and proprietary applications. Familiar with diagnostic utilities. Must have solid relationship management and performance management skills. Able to motivate and direct staff members and subordinates. Able to effectively prioritize and execute tasks in a high-pressure environment. Excellent communication skills and the ability to manage customer and other stakeholder expectations. Must be a US citizen.Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.EOE/M/F/Vet/Disabled
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Job Locations:
US-DC-WashingtonJob ID:
2024-7769Overview
Abacus Technology is seeking a Service Desk Lead to guide a technical support team providing front line support for end users at the US Mint. This is a full-time position.Responsibilities
Lead a service desk providing technical support in an enterprise environment.Monitor the service desk staff to ensure the team is meeting and exceeding contract and performance expectations, defined metrics/benchmarks.Identify and implement best practices and standardize service desk processes to provide effective customer service and deliverables.Oversee support of all requests, incidents, and problems.Manage and coordinate urgent and complicated support issues.Act as an escalation point for all requests and incidents.Develop phone/ticket escalation processes to ensure free flowing escalation and information within the organization.Determine root cause of issues and communicate to customers.Train and coach service desk specialists before being assigned to their duties.Monitor work load and call volume, verify sufficient employee coverage, and provide backup support as necessary.Develop and implement strategies for staff improvement and training.Monitor and manage phone queue.Oversee Knowledge Management repository and ensure top quality solutions are available to the staff.Review end user feedback to improve services, tools, and support experience.Qualifications
15+ years experience in an IT service desk environment. Bachelor's degree in a related field. Must be PMP and Agile certified. Must hold at least one of the following certifications: HDI-CSR, Microsoft 365: Modern Desktop Administrator Associate, and/or ITIL v4 Foundations. Must be A+ certified or able to obtain the certification within 6 months of start date. Experience managing a tiered help desk providing enterprise level IT support. Experience supporting a geographically dispersed organization desired. Knowledge of service level agreements, tracking metrics, identifying trends, and providing deliverables. Must have extensive experience with desktop and server hardware and operating systems. Experience with ServiceNow preferred. Experience with application support for MS Office, COTS, and proprietary applications. Familiar with diagnostic utilities. Must have solid relationship management and performance management skills. Able to motivate and direct staff members and subordinates. Able to effectively prioritize and execute tasks in a high-pressure environment. Excellent communication skills and the ability to manage customer and other stakeholder expectations. Must be a US citizen.Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.EOE/M/F/Vet/Disabled
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