Koniag Government Services

Service Desk Lead

Koniag Government Services • $75K — $95K *
Vienna, VA 22182In-Person
Information Technology
Less than 5 years of experience
Yesterday
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Job Overview by Ladders

Qualifications

  • 4+ years of experience in a service desk or IT support role.
  • Experience in a 24/7/365 environment providing continuous support.
  • Top-Secret security clearance required.
  • Bachelor's degree in a related field preferred.
  • Strong customer service and communication skills.

Responsibilities

  • Monitor and assess Service Desk performance and customer service skills.
  • Generate and analyze Service Desk activity reports and performance metrics.
  • Resolve tickets and provide hands-on support to Service Desk Technicians.
  • Identify patterns in ticketing systems and update content as necessary.
  • Conduct training sessions on new Standard Operating Procedures and processes.
  • Facilitate meetings with various stakeholders to implement Service Desk objectives.
  • Communicate clearly with customers to resolve Service Desk issues.

Benefits

  • Health, dental, and vision insurance.
  • 401K with company matching.
  • Flexible spending accounts.
  • Three weeks paid time off.
  • Paid holidays.
Full Job Description
Kadiak LLC, a Koniag Government Services company, is seeking an experienced Service Desk Representative with a Top-Secret security clearance to support Kadiak and our government customer in Vienna VA.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

FBI TSC's Service Desk is a 24 x 7 operation with three shifts. The Service Desk Lead is to assist and oversee the support of operations and other systems. The Service Desk Lead will manage the performance of service level agreements and support clients to ensure that service levels are achieved. The Service Desk Lead is responsible for ensuring the Service Desk Technicians are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.

Essential Functions, Responsibilities & Duties may include, but are not limited to:
  • Monitor Service Desk performance and customer service skills (phone calls, email and in person) for training and addressing areas of concern.
  • Generate Service Desk activity reports including ticket metrics, survey results, and performance metrics.
  • Support Service Desk Technicians by being hands on and resolving tickets.
  • Monitor ticketing systems for patterns and inconsistencies. Review and update ticket content as needed and work with staff to ensure appropriate and accurate information is included.
  • Present formal and informal training and assistance on new SOPs and/or new ITU processes.
  • Manage meetings with other Service Desk Leads, Facilities, Logistics and Security as needed to implement and meet objectives at the Service Desk.
  • Provide regular updates on common problems encountered and identify resolutions/improvements.
  • Support projects for the FBI/TSC as directed by government and management.
  • Communicate information in a clear and effective manner when addressing customer issues with Service Desk staff.
  • Interpret and apply Standard Operating Procedures (SOP) as they relate to the Service Desk as well as the IT Unit and support a standard SOP auditing process to ensure processes are up to date and accurate.
  • Evaluate and recommend adoption of new or enhanced approaches to delivering IT Service Desk services as well as enhanced ESS support for management and oversight functions.
  • Act as a catalyst for change and improvement in performance and quality.
  • Ensure activities, services, and products meet organizational goals and objectives.
  • Assess customer requirements and ensure that these are met within the Service Desk SOP.
  • Identify and execute training as needed for shifts when support issues of concern are identified, ensuring Shift Leads are managing their team and supporting training requirements.
  • Assure that all metrics are properly documented and escalated to appropriate resources for correction.
  • Manage the Service Desk work schedule, vacation, and holiday schedule to ensure that the Service Desk always has 24/7/365 coverage.
  • Ensure and certify the Service Desk staff is trained on processes and procedures.
  • Conduct periodic walkthroughs through the Center and meet with customers to identify any outstanding issues and to ensure that customer service is meeting established standards, such as turnaround time.


Requirements
  • 4+ years related experience
  • Shall have experience working in a 24/7/365 environment providing continuous support to users and critical operations monitoring and escalation.


Clearance Requirement:
  • Top-Secret Clearance


Education:
  • Bachelors degree in related field


Office Location and Travel:
  • The primary place of performance is onsite at Vienna, Virginia

About Koniag Government Services

Koniag Government Services Careers

Join the dynamic team at Koniag Government Services, a leader in providing innovative solutions to government clients. This esteemed company offers a plethora of job opportunities that pave the way for professional growth and career advancement in a diverse and inclusive environment.

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Koniag Government Services is actively hiring and offers a range of positions that cater to various skills and experiences. Whether you're a seasoned professional or a recent graduate, Koniag Government Services provides a platform to enhance your career through meaningful work in a supportive culture.

Innovation and Leadership

At the forefront of innovation, Koniag Government Services encourages its team to lead with creativity and strategic thinking. The company is committed to leadership development and diversity training, ensuring that all team members have the opportunity to excel and contribute to industry-leading projects.

Professional Growth and Development

Koniag Government Services is dedicated to the professional development of its employees. With comprehensive benefits, competitive employment packages, and opportunities for advancement, the company supports its team in achieving their career goals. Networking within the company and industry is encouraged, fostering a community of learning and mutual growth.

Internship Programs

For those starting their career journey, Koniag Government Services offers internship programs that provide real-world experience and a pathway to full-time employment. Interns gain valuable industry knowledge and develop essential skills under the guidance of experienced mentors.

Commitment to Diversity and Inclusion

Diversity is at the core of Koniag Government Services' values. The company is committed to creating an inclusive environment where diverse voices are heard and valued. Diversity training is integral, equipping the team with the tools to thrive in a multicultural setting.

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Learn more about Koniag Government Services
Size
501 employees
Industry
Education, Government & Non-Profit
* Ladders Estimates

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