Service Desk Lead

Schafer   •  

Washington, DC

Industry: Business Services


11 - 15 years

Posted 295 days ago

This job is no longer available.

You will serve as the service desk lead responsible for service desk creation, process improvement, metric reporting and service escalations for a service desk supporting multiple cloud based technologies. You will provide reporting to management as well as support for service desk staff. You will respond to user calls and emails for technical support for the Department’s Foreign Affairs Network (FAN).

• Serve as Service desk lead
• Provide basic tiered support for multiple cloud based applications to include Google, AWS, Salesforce
• Respond to user calls and emails for technical support for the Department’s Foreign Affairs Network (FAN)
• Develop and update operational documentation supporting all of the solutions provided by Tier 1 and Tier 2 support for use within the knowledge base
• Provide feedback to multiple teams of procedural inefficiencies
• Provide recommendations for continuous service desk improvement
• Generate reporting based on service desk activities for presentation to management
• Other duties as assigned

• Position requires a Secret security clearance

Required Skills:
• 10+ Years of IT experience, with at least five years in IT Support
• Experience with ticketing systems such as Remedy and ServiceNow
• Able to work in Dynamic fast paced environments
• Proficiency with Microsoft Office or Google apps suite tool sets
• Due to the nature of our work US Citizenship and Secret Clearance is required
• Minimum ITIL v3 Foundation certified

• Bachelor's degree in Business Administration or an IT related field required; equivalent experience may be substituted for degree.

Certification Requirements:
• N/A

Desired Skills:
• ITIL v3 Service Operation modules
• Support of cloud applications or services
• Excellent writing and verbal skills