Position: Help Desk Lead

Location: Washington, DC – National Gallery of Art

Schedule: 4 days onsite, 1 day remote

Job Summary:

A Help Desk Lead job in Washington, DC (20565) is currently available through Belcan at one of our key federal clients. To be considered for this role, you will have a BS in a relevant field and 5 years of relevant experience.

Additional info:

This position has oversight of a Tier 1 / Tier 2 Help Desk team of approximately 10 technicians and requires strong people / resource management skills while also being able to assess and resolve technical issues / tickets.

Job Duties:

• Provide day-to-day oversight of daily helpdesk activities to ensure incidents, requests, and escalations are assigned in a timely fashion.
• Prioritize tickets and allocate resources to confirm an appropriate resolution for customers.
• Provide guidance regarding daily ticket updates to promote customer communications.
• Ensure the team is meeting all customer expectations using metrics to improve customer service and helpdesk processes.
• Support the User Services Manager in providing direction and assistance to the Helpdesk Team while ensuring they are providing outstanding customer support.
• Work with Project Manager in coordinating and scheduling Helpdesk technician work to accommodate desk side and phone support for the entire organization while meeting special projects timeline.
• Proactively identify opportunities to optimize and enhance Helpdesk services, support, and new technology adoption.
• Serve as subject matter expert and escalation point to personnel in the Helpdesk support team.
• Maintain both the ticketing system (ServiceNow) and knowledge base to ensure accuracy.
• Measure and report on service delivery performance metrics including customer satisfaction follow ups, request, and incident ticket statistics via ServiceNow.
• Manage the life cycle of all issues, primary objective are: to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.
• Escalate higher priority issues to System Administrator, Network Administrator, Network Team, and/or Operations for in-depth analysis.
• Train Helpdesk staff with new internal processes and procedures.

Required Qualifications:

• Must have US Citizenship, be a Permanent resident, or hold a Green Card
• A Bachelor's degree or 10 years' work experience in a related field.
• At least five (5) years of progressive IT experience, to include three (3) at a complex organization.
• ITIL certified and proven track record of applying it to Helpdesk Operations.
• Strong team management skills to keep team agile and focused on evolving priorities
• Strong customer service skills to handle VIP / white glove needs and scenarios
• Experience creating, updating and enforcing SOPs, KB resources, and technical documentation
• Expertise of ServiceNow ticketing system for tracking and resolving both incidents and requests opened by user calls.
• Experience in installing and troubleshooting OA systems in user organizations.
• Ability to manage competing priorities with little direction.
• Knowledge of Microsoft and Apple office automation environments (hardware, software and tools) and evolving trends.

Preferred Qualifications & Skills:

• Ability to stay current with evolving IT technology, e.g., Endpoint management tools (e.g., Ivanti, JAMF, SmartDeploy, etc.), network and wireless connectivity, latest software releases, etc.
• Ability to measure effectiveness of customer service and make adjustments in service to increase user satisfaction.