What are the responsibilities and job description for the Customer Support Lead (Help Desk) position at Astor & Sanders?
Customer Support Lead
Astor & Sanders Corporation (Astor) is an award-winning IT solutions provider headquartered in McLean, VA seeking a Customer Support Lead. This is a full-time and onsite in DMV area.
Roles & Responsibilities{{:}
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- Provides operational leadership of the help desk team and the successful delivery of IT support projects.
- Overseeing the help desk team to ensure efficient, timely resolution of support requests and escalations. This includes recruiting, training, mentoring, and evaluating staff performance, as well as fostering a customer-focused cultur e
- Planning, coordinating, and implementing projects such as software rollouts, system upgrades, and process improvements. This involves assigning roles, delegating tasks, and ensuring adequate resource allocation to meet project need s
- Developing, documenting, and maintaining project and help desk processes, including project scope, objectives, wor k
- Analyze support patterns and share the feedback with the development tea m
- Additional duties as assigne d
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- Bachelor's Degree Require d
- 10 years of experience working in a Help Desk environment in a leadership role supporting the delivery of IT project s
- ITIL certification, preferably higher than Foundatio n
- Proven understanding of the basic concepts related to operating a Help Des k
- Experience analyzing support patterns and working with development team s
- Excellent communication skills, both oral and writte n
- Prior HHS experience is preferre d
sAstor & Sanders Corporation (www.astor-sanders.com) offers a unique, stimulating and challenging environment that fosters individual growth and rewards performance. Astor & Sanders Corporation ( #Astor ) is an Equal Opportunity Employer.
Some of our competitive benefits include{{:}
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- Generous Paid Time Off (PTO) and all Federal Holidays o f
- f Comprehensive Health and Dental Insurance Covera g
- e Retirement Savings Pl a
- n Pre-Tax Benefit Progra m
- s Wellness and Work-Life Suppo r
- t Professional Developme n
- t Performance and Referral Bonus e
- s Life and Disability Insuran
