The Service Desk Lead will provide on-site support for DoD OIG's headquarters personnel and remote support for field offices for a wide range of desktop hardware and software, common IT services, and OIG specific applications on the Unclassified (Non-classified Internet Protocol (IP) Router Network (NIPRNet)), Classified (Secret Internet Protocol Router Network (SIPRNet)) and Joint Worldwide Intelligence Communication System (JWICS) (Headquarters (HQ) only) networks.
- Define Service Desk Operations and Administration Services requirements and policies.
- Develop and document Service Desk Operations and Administration Services procedures that meet requirements and adhere to defined policies.
- Review Service Desk Operations and Administration Services procedures annually and update as required to meet requirements and adhere to defined policies.
- Track the usage of Self-Help Support Services.
- Answer the inbound calls and chats within a time frame so the end users do not disconnect before an agent can answer their call or chat.
- Resolve inbound calls and chats before disconnecting end user the call or chat.
- Develop escalation process including quarterly validation.
- Maintain and provide escalation contact list(s) for all IT services (including subcontractors and Third Parties suppliers).
- Refer incidents to resolver groups outside of the Service Desk group.
- Issue broadcasts or other notices to provide status updates as required for planned and unplanned events.
- Provide End-User online/portal access to Service Requests and Incident reports.
- Provide End-Users online access to view/display incident status.
- Develop and execute procedures for conducting End-User Satisfaction Surveys in accordance with the Service-Level Requirements.
- Maintain a continuous improvement program that improves Service Desk Service delivery.
- Work with DoD OIG to identify solutions that minimize the need to call the Service Desk (e.g., additional End-User training, self-help support opportunities, Root Cause Analysis).
- Coordinate and make available to DoD OIG management documentation detailing the technical environment used to provide Service Desk Operations and Administration services (e.g., Network configuration of Service Desk environment and portal services, ITSM/service desk software, portal application).
Requirements- Must have Top Secret (TS) security clearance with SCI eligibility.
- Must have a bachelor's degree in computer science, information systems, business administration, information technology, or equivalent work experience.
- IAT Service Level Certificates
- Must have 9 years' experience in helpdesk/desktop support.
- Must have 3 years' experience managing technical personnel.
- Must have 2 years' experience with ServiceNow platform, and M365 products.
Preferred Qualifications
- Information Technology Information Library (ITIL) v3 or later.
BenefitsBenefits- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off + federal holidays
- Fast-track growth in a high-accountability culture
