What are the responsibilities and job description for the Customer Support Lead (Help Desk) position at Job Details?
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:
- 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 culture.
- 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 needs.
- Developing, documenting, and maintaining project and help desk processes, including project scope, objectives, work.
- Analyze support patterns and share the feedback with the development team
- Additional duties as assigned.
- Bachelor’s Degree Required
- 10 years of experience working in a Help Desk environment in a leadership role supporting the delivery of IT projects
- ITIL certification, preferably higher than Foundation
- Proven understanding of the basic concepts related to operating a Help Desk
- Experience analyzing support patterns and working with development teams
- Excellent communication skills, both oral and written
- Prior HHS experience is preferred
Astor & 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:
- Generous Paid Time Off (PTO) and all Federal Holidays off
- Comprehensive Health and Dental Insurance Coverage
- Retirement Savings Plan
- Pre-Tax Benefit Programs
- Wellness and Work-Life Support
- Professional Development
- Performance and Referral Bonuses
- Life and Disability Insurance
