Job DescriptionAs a Executive IT Support Lead, you will oversee the timely, efficient and effective onsite delivery of ITSM. Working within the Executive Team you will supervise the day-to-day activities of Executive IT Support Technicians who are responsible for resolving incidents and service requests that cannot be handled remotely. Along with managing your team you may be required to function in the role of a technician yourself to track, resolve, and manage escalated technical problems.
Local travel may be required to support remote FAA sites that do not have local technicians assigned.
This role is ONSITE at the FAA headquarters in Washington, DC
- Supervises the day-to-day activities of Executive IT Support Technicians assigned to your team.
- Responsible for daily and weekly reporting of Executive Team activities.
- Manages resources for optimal performance.
- Monitors ServiceNow ticketing, phone, and email requests from the Executive Team.
- Works to ensure quality standards for all tickets are met or exceeded regarding accuracy of ticket data including customer demographic information, problem description, resolution, etc.
- Maintains currency in own technical and service skills. Works to increase own technical and managerial knowledge, proficiency, and skills
- Makes updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of the service desk to detect and resolve problems.
- Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.
QualificationsRequired Education & Experience- A Bachelor's degree related to Computer and Information Technology Services and 5+ years of experience leading a technical team. Additional experience may be considered in lieu of a degree.
- Must be willing to work effectively within a team environment in a fast-paced support role. - Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.
- Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with the ability to obtain a public trust.
- HDI-DAST Certification or ability to obtain.
Desired Skills, Experience, & Certifications - Technical proficiency in supporting desktop, server, printer, and network equipment.
- IT Certification(s)
