What are the responsibilities and job description for the Helpdesk -4 / Service Desk Lead position at C-HIT?
Job Location: Hybrid Remote and Columbia, Maryland, United States
Job Description: We are seeking a proactive and customer-oriented Service Desk Lead to support users of a Learning Management System (LMS) within a federal agency. In this role, you will provide technical assistance and troubleshooting for users navigating the LMS to complete their training, associated examinations, and certifications.
The primary responsibilities of the position include but are not limited to:
- Act as the primary point of contact for LMS-related technical support inquiries.
- Lead and oversee the service desk team to ensure timely and efficient resolution of user issues.
- Diagnose and troubleshoot user issues related to LMS access, navigation, and functionality.
- Provide clear instructions and support for users completing training modules and certification exams.
- Maintain detailed records of user interactions, reported issues, and resolution steps in a ticketing system.
- Identify recurring technical issues and collaborate with the technical team to implement permanent solutions.
- Train and mentor junior service desk agents to ensure consistent and high-quality support.
- Monitor and report on service desk performance metrics and suggest improvements to enhance user experience.
- Collaborate with LMS administrators and federal agency stakeholders to address system updates and user needs.
Required Skills and Experience:
- Excellent communication skills (written and verbal) and interpersonal skills
- Technical Leadership and mentoring abilities.
- Ability to lead by bringing in right candidates to lead technical products.
- Experience with ticketing tools such as ServiceNow
- Ability to provide support users remotely in a professional manner and environment on a daily basis, and record all issues and solutions in ServiceNow ticketing system.
- Proven experience with coordinating and communicating effectively with end users, other employees, and other departments to maintain high service levels.
- General knowledge of Microsoft Office tool (Outlook, Word, Excel, PowerPoint)
Desired Skills and Experience:
- At least 6 - 9 years in a technical position supporting end users locally and remotely
- Certifications in CSOD, ITIL, HDI, and/or Microsoft
- Demonstrated analytical and root cause troubleshooting skills
Must be a US and have lived in the United States at least three (3) out of the last five (5) years.
"C-HIT is an EOE, including disability and veterans."
