Service Desk Team Lead

Inserso is looking for a Service Desk Technician Team Lead (TL) to join the team for a rewarding and challenging opportunity at a government customer site in Chandler, AZ. The Service Desk TL will assist managing Service Desk operations in support of our government customer. The Service Desk TL is responsible for assisting leading the Service Desk in their 24x7x365 support operations under the Service Delivery lifecycle. The TL is also responsible for providing high quality, repeatable, consistent, and sustainable IT support and processes to the customer teams and Technical TLs in managing, planning, monitoring, mentoring, and reporting on the services and projects execution for the customer’s OCIO Operations team.

The Service Desk TL is charged with managing and monitoring the enforcement of all applicable directives at quality levels acceptable to the government customer. The Service Desk TL will plan, review methods for monitoring, evaluating/reporting incident reports, telephone calls, and customer satisfaction based on available data. Develop, refine, document, and implement policies, processes, and procedures. Provides daily supervision, direction, employee performance evaluations, and development plans to the Service Desk staff in their team. Coach the Service Desk staff to ensure all team members are working incidents, problems, and service request efficiently and accurately in a team-oriented and professional culture.

Responsibilities

• Operate the Service Desk according to the ITIL/ITSM model and ensure that the staff resources are sufficient to provide timely and responsive 24 x 7 x 365 enterprise support to the Customer’s user community.
• Manage the daily mission for the Service Desk supporting over 35,000 users worldwide.
• Increase performance by analyzing SLA compliance and ticket characteristics, creating effective practices in response to trends.
• Ensure all service level objectives are achieved and our customer expectations are met or exceeded on a daily, monthly, quarterly, and annual basis.
• Ensure timely notification to the Customer on service impacting outages or incidents.
• Provide direct supervision and management of Service Desk Analysts.
• Promote a Service Desk environment/culture where collaboration, teamwork, recognition of excellent job performance and mutual respect is supported.
• Support and maintain the Knowledge Management Process to support the Service Desk.
• Monitor and report the status on all QA activities for the Service Desk and consolidation of all metrics and reports.
• Evaluate performance results and recommend changes affecting the Service Desk.
• Strong analytical skills to provide guidance based on metrics results generated from the call management system (Avaya-CMS) and call tracking/ticketing system (ServiceNow).
• Provide emergency support for events or incidents.
• Provide, as required, support to the Customer’s Continuity of Operations Plan (COOP).
  
  

Required Skills/Experience:

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
• Associate degree or equivalent experience.
• 4 years of IT Support experience, preferably in a Service Desk environment or Call Center environment.
• 1-3 years of experience in enterprise-level (10,000 users) Service Desk support.
• Solid understanding of ITIL principles and ability to obtain ITIL certification within 90 days of start.
• Experience with creating/writing/updating technical documentation and Knowledge articles for use by technicians/end users/other groups/management.
• Providing daily support for operating, monitoring, and problem resolution for all the client problems.
• Strong leadership qualities with an emphasis on excellent customer service, teambuilding and leading by example.
• Ability to develop and enhance Analyst’s technical and customer service skills.
• Experience handling user/customer complaints that require supervisor escalation, maintaining a high level of customer service while deescalating any conflict to provide an acceptable resolution.
• Providing Level 1 and 2 incident and problem identification, diagnosis, and resolution of problems.
• Experience using Remote Desktop or other remote assistance applications (BOMGAR) to troubleshoot end-user issues.
• Experience creating/running daily metrics reports.
• Exceptional critical thinking skills.
• Proficient with Windows operating systems.
• Proficient with Microsoft Office 2016/O365 or higher versions.
• Punctuality and ability to work in a 24x7x365 environment, including providing on-call support with potentially short notice.
• Familiar with a variety of Help/Service Desk, concepts, practices, and procedures.
  
  

Preferred Skills/Experience:

• Bachelor’s Degree.
• HDI Support Center Manager or Service Level Management Certification.
• ITIL v4 Foundation certification.
• Experience Managing a team of at least 10 full-time employees.
• Experience providing technical support for DHS, DoD, or similar large government enterprise.
• Highly proficient with Microsoft Excel.
• Ability to drive results in a team-oriented environment.
• Ability to work independently and collaboratively.
• Ability to work in a high stress and changing environment.
• Experience with mobile device activation, backup, and troubleshooting (BlackBerry, Sonim, Intune).
• Experience with Avaya CMS application or similar telecommunication systems.
• Other relevant technical certifications (e.g., Cisco, Microsoft, CompTIA, etc.).
  
  

Physical and/or Mental Qualifications:

• Outstanding communication skills in both formal and informal formats with customers, stakeholders, and technical specialists.
• Continuous sitting or standing at a workstation while operating a computer.
• May move computer equipment or other office items weighing up to 10 pounds.
  
  

EOE, including Disability/Vets.

Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.