This position is to support the Microsoft Program and Client!
Active TS/SCI Clearance required.
We are currently seeking a highly skilled and versatile Service Desk Deputy Lead to join our dynamic team. We are looking for a well-rounded individual with a strong technical background, a passion for continuous learning and improvement and a desire to mentor junior level technicians to build exciting careers in IT. Responsible for supporting the client/program to ensure services are delivered to meet customer business needs and expectations. Directs and supervises staff which are responsible for first level technical support, documentation, tracking, escalation, and follows up of all client incidents. Ensures staff have required technical and customer service skills and process knowledge. Assists in the development of incident management procedures and policies. Job performed with minimal supervision
.
Key Duties and Responsibiliti
- esManage and optimize Jira Service Management workflow
- s.Provide technical support and administration for networking, application management, database management, and operating system administratio
- n.Assist in help desk operations and provide excellent customer-facing suppor
- t.Develop and maintain scripts in Powershell knowledge of programming languages such as C++, Perl, Powershell, and Java can be used to fulfill this requiremen
- t.Utilize business analytics tools like Power Automate, PowerBI, and other variants from Google or Amazo
- n.Provide technical leadership and training to junior level technician
- s.Provide mentorship and guidance in continuous development of junior level technicians into career
- s.Supervise staff responsible for first level technical support, ensuring all incidents are properly documented, tracked and resolution occurs within client Service Level Agreement
- s.Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measure
- s.Assists with taking customer calls as neede
- d.Assists with setting goals and objectives for the Service Desk Operations organizatio
- n.Facilitates the day-to-day management of customer problems/requests/issue
- s.Monitors incidents and ensures that Service Level Agreements are me
- t.Identifies and recommends areas which need to be addressed by new or streamlined procedure
- s.Performs follow up on incidents with customers as needed to ensure customer satisfactio
- n.Develops and maintains knowledge of customer and customer specific business environment. Ensures staff acquires customer specific skills and knowledg
- e.Supervises and/or works on project work as appropriate. Provides support for new business transition activities as require
d.
Minimum Qualificat
- ionsBachelor’s degree in Computer Science or Management Information Syst
- ems.If the degree is not in CS/MIS, extensive experience (3-5 years) or numerous certifications in networking, operating systems, and DEVOPS/scripting or coding is requi
- red.Technical Background: 3-5 y
- earsLeadership Role: 1-3 y
- earsExperience with incident tracking sy
stem
Security Clea
- ranceTS/SCI and willing to do a CI
PolyRequired Certific
ity +Technical Sk
- ills:Netwo
- rkingApplication Manag
- ementDatabase Manag
- ementOperating System Administration (Linux/Unix preferred, Windows experience also valu
- able)Help Desk Customer Su
- pportCloud Technology (Azure Prefe
- rred)Active Directory, Group Policy Ob
jectsProgramming/Scripting Experience: Proficiency in C++, Perl, Powershell,
Java.Business Analytics Tools: Knowledge of Power Automate, PowerBI, or similar tools from Google or Am
azon.Cloud Technologies: Familiarity with cloud technologies and infrastructure as they relate to Application servers such as Exchange, SharePoint, Active Dire
ctoryOther Job Specific S
- killsService Desk backg
- roundUnderstanding of Service Desk metrics and how they are applied to Operate / Supervise a service
desk.
