What are the responsibilities and job description for the Service Desk Technical Lead position at ECS Federal, LLC?
ECS is seeking a Service Desk Technical Lead to work in our Albuquerque, NM office.
We are seeking a dedicated and experienced Technical Lead to join our Help Desk team. In this role, you will be responsible for overseeing the daily operations of the help desk, providing guidance and support to team members, and ensuring exceptional service delivery to our users. You will act as a bridge between technical teams and end-users, fostering a collaborative environment that prioritizes customer satisfaction and effective problem resolution.
RESPONSIBILITIES AND DUTIES
- Lead and mentor a team of help desk technicians, providing training and support to enhance their technical and customer service skills.
- Manage escalated technical issues, ensuring timely resolution and effective communication with users.
- Collaborate with cross-functional teams to identify and implement process improvements that enhance service delivery.
- Monitor help desk performance metrics and provide regular reports to management.
- Develop and maintain documentation for troubleshooting procedures and best practices.
- Other duties as assigned.
- AS/AA 2 years of technical experience
- Must be a US Citizen
- Ability to obtain and maintain a U.S. Department of Energy Q security clearance
- Strong technical knowledge of hardware, software, and networking concepts.
- Excellent communication and interpersonal skills, with the ability to convey technical information to non-technical users.
- Demonstrated problem-solving abilities and a customer-centric approach.
- Proficiency in help desk ticketing systems and remote support tools.
Req Benefits:
https://ecstech.com/careers/benefits/">https://ecstech.com/careers/benefits/
