Job Description:

Service Desk Lead

Job ID

2021-5755

Overview

For more than 30 years, NCI Information Systems has been a leading provider of digital transformation solutions and services to U.S. government agencies. With its NCI Empower Platform, NCI is at the forefront of implementing artificial intelligence (AI) solutions to solve the government's most complex mission challenges. Headquartered in Reston, Va., NCI is accelerating public sector AI adoption to create a government workforce that is exponentially more creative and productive. For more information, visit www.nciinc.com.

NCI:As a Service Desk Lead, you will direct and coordinate the Service Desk team activities to efficiently respond to customer requests for technical support received via phone, email, voice mail, and fax in service of the Joint Service Provider (JSP) Service Desk program. As Lead, you will also help develop and maintain Operational Level Agreements between the government customer and contract staff, spearheading our mission to deliver continuous improvements in productivity, reliability, technical knowledge, customer facing skills, and adherence to established standard operating procedures. The Service Desk Lead will be responsible for the mentorship and direct supervision of approximately 15 Service Desk Technicians, monitoring day-to-day call and ticket management activities in this 24x7x365 environment. In assuming this position, you will be a critical contributor to meeting NCI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Responsibilities

Highlights of Responsibilities:

Manage a team of 10-15 technicians
• Create work schedules, update the front end voicemail when necessary, complete the daily attendance and shift handoff reports, and provide ideas for improvement in daily operations of the client Service Center.


• Provide subject matter expertise in all areas of Service Desk Delivery and knowledge sharing/training of all technical solutions and processes employed in the EITSD enterprise environment.


• Respond immediately to escalations, events, and customer requests.


• Monitor the Call Management System to ensure calls are being answered with speed.
  Retrieve voice mails received by the Service Center and convert to tickets.


• Establish email schedule to ensure requests via IT Service Center mailbox and/or faxes are being answered promptly and efficiently.


• Contribute to Hot Button Resolution Times and monitor team results in this area to assure the team consistently meets the Contract Service Level Metrics.


• Perform the duties of a technical expert on the shift.


• Instruct, correct, and train and mentor the Service Desk team in the proper performance of the standard operating procedures and professional customer interaction.


• Participate in daily reporting requirements to team and management as well as function as the team "GO-TO" for any operational questions and support.


• Ensure proper ticket escalation and hand off procedures are follow and first call resolution targets are achieved.


• Daily ticket auditing to ensure proper categorization of tickets and completion of notes and summaries.


• Analyze the team's performance metrics to identify knowledge or process gaps and target areas for continuous improvement.


• Account for everyone on team daily. Validate hours worked. During absences ensure workload is re-distributed, tickets are re-assigned, pre-scheduled appointments are notified. Ensure proper staff at required locations.


• Ensure staff utilizes proper Login/Logout, and Aux codes during scheduled hours.


• Ensure admin tools, admin URLs, and SOPs are available at all times to support help desk technicians.


• Provide input to update SOPs as needed. Update GAL.


• Interact and coordinate with other leads, supervisors and managers as needed to resolve escalated issues.


• Be administratively and technically proficient.


• Be thoroughly familiar with all help desk high/critical Remedy tickets.


• Support the development of strategic helpdesk plans.


• Lead continuous improvement initiatives and support development of SOPs and Work Instructions.


• Conduct Brown Bag training sessions across all Service Desk and Desk Side Teams.


• Generate and merge data from multiple sources/organizations to provide reports to the government Board of Directors and to help with true-up initiatives to stay compliant with standards and practices across the Enterprise.


• Help develop and maintain Operational Level Agreements between contract staff/tasks and the government customer.


• Propose new technologies/applications to the government customer to further aid continuous improvement of processes and methodologies.

Qualifications

Requirements:

• Clearance Required: US Department of Defense (DOD) issued Secret clearance


• Strong customer service orientation.


• Proven analytical and problem-solving abilities.


• Ability to effectively prioritize and execute tasks in a high-pressure environment.


• Good written, oral, and interpersonal communication skills.


• Ability to conduct research into PC and software issues and products as required.


• Ability to present ideas in business-friendly and user-friendly language.


• Highly self-motivated and directed.


• Keen attention to detail.


• Team-oriented and skilled in working within a collaborative environment.

• Required Experience: 2 or more years of professional experience supporting PC hardware and software systems. At least two (2) years of team leadership experience in a Help Desk/Service Desk environment.


• Required Education: Bachelor Degree or equivalent, including consideration of vendor certification in the technology being applied such as Microsoft MCP or Novell CNE


• Certification: CompTIA Security+ , and ITIL v3 Foundations AND HDI Desktop Support Manager or A+ related certifications relevant to personnel roles/responsibilities


• ITILv3 Foundation minimum certification preferred.

Physical Requirements:

This position requires the ability to perform the below essential functions:

• Sitting for long periods


• Standing for long periods


• Ambulate throughout an office


• Stoop, kneel, crouch, or crawl as required


• Repeatedly lift and carry weight up to 50 pounds

About NCI

It is the policy of NCI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. NCI is a VEVRAA Federal Contractor.

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