Service Desk Technical Lead at OSC Edge in NORFOLK, Virginia

Job Description:

As the Service Desk Technical Lead, the individual will report to the Service Desk Team Lead (SDL) and is responsible for performance and integrity of Tier I and Tier II IT service management at a client site. In this role, the Service Desk Technical Lead works with the Service Desk Team Lead to define service capabilities, operating procedures, work assignments, documentation standards, client engagement approaches, communication/escalation approaches, service levels and key performance indicators tailored to the client's unique needs at site to which the SDM's is deployed. In addition, the Service Desk Lead ensures service levels are effectively managed, and customer expectations are achieved or exceeded. The Service Desk Technical Lead ensures Service Desk Technicians (SDT) meet performance and quality goals developed, revised and followed to provide effective customer.

Responsibilities

• Works with the Service Desk Team Lead and peer Service Desk Technical Leads to make Service Desk the single source of service delivery IT support services and issue resolution
• Co-develops, trains, and enforces IT service management guidelines and procedures with the SDL tailored to the unique needs of the client site
• Co-develops ticket documentation standards, client communication and escalation processes with the SDTL supplemented with daily, weekly, monthly reporting designed to quickly identify trends requiring intervention and those that can be leveraged as lesson's learned as part of the Service Desk's continuous process improvement efforts
• Develops, updates, and maintains training material for technicians, when required
• Creates employee work schedules and provides backup support, as needed
• Oversees daily staff activities in the Service Desk (SD); as well as trains, coaches and mentors SDT
• Provides data and reporting of KPI's and trends to program management and COR on a daily, weekly, monthly or as-needed basis
• Serves as a primary liaison for the SD and interacts with internal and external customers
• Manages processes for communicating outage/emergency activities and determines root cause of issues and communicates appropriately to internal and external customers
• Advises management on situations that may require additional support or escalation
• Manages and coordinates urgent and complicated support issues. Acts as escalation point for all requests and incidents
• Monitors and manages the ticket queue and assigns tickets to SDTs
• Manages vendor relationships as needed for daily operations.
• Reviews customer satisfaction feedback to improve services, tools and support experience.
• Performs other tasks as required by OSC and the Government contracting office

Required Qualifications/Education and Experience

• High School Diploma or equivalent
• Ten (10) years in Service Desk Management or IT Service Management
• Five (5) years or more of management and direct supervisory experience
• Possess an active Security + certification or higher
• Quality written and verbal communication skills
• Concise technical writing skills
• Knowledge of FootPrints Trouble Ticketing System
• Ability to lead and manage others
• Demonstrated ability to succeed in a deadline driven environment
• Ability to work in a fast-paced work environment and handle multiple projects
• Ability to work in a team environment
• Ability to multi-task and stay focuses and poised
• Professional demeanor
• Must have and maintain a Public Trust or Security Clearance

Preferred Qualifications/Education and Experience

• Active PMP or ITIL Certification

Equal Employment Opportunity/M/F/disability/protected veteran status

PI250117800