Client Services Lead

ECS   •  

Fairfax, VA

Industry: Professional, Scientific & Technical Services


5 - 7 years

Posted 43 days ago

This job is no longer available.

Job Description:

ECS Federal is actively seeking to fill a Technical Client Services Lead position. This position will be responsible for leading both a Service Desk team as well as the Tier 1 and Tier 2 Systems Admin Teams in Fairfax, VA. The individual will be in charge of managing the relationships and making sure the customers’ needs are met.
Provide technical leadership and coordination with all on-site IT Service Desk and Sys Admin personnel

  • Ability to lead a team of 10-15+
  • Present and manage metrics and key performance indicators
  • Support the implementation and on-going management of an enterprise level IT Service Desk application
  • Lead and participate in IT projects
  • Develop and demonstrate an understanding of customer and business needs
  • Document IT Service Desk processes and ensure processes are kept up to date
  • Resolve escalated customer issues
  • Maintain 100% customer resolution and satisfaction for all issues
  • Resolve daily issues of a complex scope that impact the team and overall business objectives
  • Generate operational reports to provide visibility into the performance of the IT Service Desk
  • Oversee and establish best practices for the way the team monitors, prioritizes, and assigns tickets
  • Ensure that tickets are attended to in a timely manner, escalated as appropriate, and closed with proper documentation
  • Coordinate requests for new laptops, desktops, cell phones, or other devices.
  • Ensure that necessary reports are run in a timely manner
  • Oversee the day-to-day technical operations of the facility and provide end user support.
  • Provide support to the user community by working on trouble tickets from the Help Desk and communicating with users via email, telephone or in person
  • Communicate with IT management to escalate any issues that are severe
  • Identify areas for improvement
  • Install and troubleshoot Laptops, Desktops and peripherals.
  • Regular attendance and timeliness

Required Skills:

  • US Citizen and must have 5-10 years of service desk experience
  • Tier 1 and Tier 2 supportexperience
  • Manage call center or team size of 5-20 minimum of on-premise and remote agents
  • Working knowledge of networking technologies including TCP/IP, basic routing, and VPNs
  • Excellent written and verbal communication skills
  • Must have very strong multi-tasking, organizational and documentation skills
  • Exceptional attention to detail
  • High level of dependability
  • Maintains a positive and respectful attitude
  • Exerts professionalism
  • Ability to think critically and logically and exercise proper judgment
  • Must be able to meet deadlines
  • Desire to learn and grow with company

Desired Skills:

  • Bachelor’s Degree in computer science or a technical degreepreferred
  • MSCE and ITIL certification a plus