Information Technology (IT) Service Desk Lead

Halvik; Washington (District of Columbia); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision

Life Insurance

Paid Time Off

401(k) Matching

Tuition Assistance

Commuter FSA

Job summary

Halvik Corp in Washington, DC is seeking a candidate to oversee day-to-day service desk operations, providing IT support to end users and maintaining a centralized help desk in a performance-based environment.

The role requires ITIL V4 alignment, Tier 1-3 and VIP support, HDI certification preference, and a Top Secret clearance; emphasis on documentation, customer satisfaction, and collaboration with federal stakeholders.

Qualifications

• Provide comprehensive IT service desk support ensuring timely resolution of issues.
• Manage Tier 1-3 and VIP level support.
• Develop and maintain SOPs, troubleshooting guides, FAQs, and knowledge articles.
• HDI Support Manager certification preferred; Top Secret clearance required.

Responsibilities

• Oversee day-to-day activities of the service desk to ensure end users receive IT support.
• Manage incident management system in a performance-based environment following ITIL V4 standards.

Skills

IT service desk support

Incident management

ITIL V4

Customer service

Education

AS/AA degree

BA/BS degree preferred

Tools

HDI Certification

Job description

Halvik Corp delivers a wide range of services to 13 executive agencies and 15 independent agencies. Halvik is a highly successful WOB business with more than 50 prime contracts and 500+ professionals delivering Digital Services, Advanced Analytics, Artificial Intelligence/Machine Learning, Cyber Security and Cutting-Edge Technology across the US Government. Be a part of something special!

Position Overview

Halvik is seeking a candidate who will be responsible for overseeing the day-to-day activities of a service desk operations to ensure end users receive the IT support required. The primary customer requirement and long-term goal to be supported is to manage and maintain a centralized, enterprise service desk to provide IT support and services to an end user community, handling all incidents and service requests, and resolving technical issues.

Core Responsibilities

• Managing an incident management system in a performance-based environment, complying with ITIL V4 standards.
• Providing expert level experience for the reengineering, setting up, and managing and maintaining the service desk according to industry best practices.

Minimum Requirements

• Education: Minimum AS/AA degree, or equivalent (required); BA/BS degree (preferred)
• Experience: Minimum 6 years of related experience
• Technical Proficiency: Proven ability to:
• Provide comprehensive IT service desk support, ensuring continuous and efficient resolution of technical issues.
• Manage Tier 1, 2, 3 and VIP level support.
• Measure, monitor, and improve customer satisfaction with IT Service Desk services.
• Develop and maintain comprehensive support documentation to enhance operational efficiency and service consistency (e.g., SOPs, troubleshooting guides, FAQs, and knowledge articles).
• Certifications: Service Desk Institute (HDI) certified as a HDI Support Manager (preferred)
• Security Clearance: Top Secret

Preferred Expertise

• Demonstrated success supporting Federal enterprise help desk / service desk contracts.
• Strong technical analysis and troubleshooting capability and skills; ability to elevate complex issues; strong technical documentation skills.
• Strong analytical, written, and verbal communication skills, with the ability to translate technical risks and content into terms suitable for executive and government stakeholders.
• Ability to work collaboratively with others and contribute to a team environment.

Privacy Policy – Halvik Corp

Halvik Offers a Competitive Full Benefits Package Including

• Company-supported medical, dental, vision, life, STD, and LTD insurance
• Benefits include 11 federal holidays and PTO
• Eligible employees may receive performance-based incentives in recognition of individual and/or team achievements.
• 401(k) with company matching
• Flexible Spending Accounts for commuter, medical, and dependent care expenses
• Tuition Assistance
• Charitable Contribution matching

Halvik Corp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Halvik's pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.