IT Help Desk Lead — Service Desk Manager (Govt)

Koniag Government Services; Silver Spring (MD); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K matching

Paid holidays

Paid vacation

Paid sick leave

Job summary

Koniag Government Services in Silver Spring, MD is seeking an IT Help Desk Specialist IV (Manager) to supervise daily help desk operations and ensure timely resolution of complex issues. You will implement escalation procedures, monitor service levels, and lead team initiatives.

The ideal candidate brings 5+ years of service desk leadership, ITIL Foundations, and relevant certifications (CompTIA A+, Apple Device).

Qualifications

• BS/BA degree in a related area (or equivalent).
• If the candidate does not possess the identified degree, substitute four years of equivalent work experience.
• 5 years of demonstrated experience managing Service Desk personnel in a similar environment.
• 3 years of demonstrated experience performing the duties of Service Desk personnel.
• Demonstrated training or experience in customer service techniques.
• Windows Endpoint Administration and management (CompTIA A+) certification or Apple Device Support certification.
• ITIL Foundations certification.
• HDI Certification (HDI-SCD) or equivalent.
• Must be physically able to lift or move heavy objects (servers, workstations, network equipment, etc.).

Responsibilities

• Supervises the day-to-day operations of the help desk.
• Identifies, researches, and resolves complex technical problems.
• Creates and manages escalation procedures and ensures service levels.
• Documents, tracks, and monitors problems to ensure timely resolution.
• Has authority for personnel actions and oversees day-to-day operations of the group.
• Familiar with concepts, practices, and procedures in the field; executes technical and support activities.
• Utilizes extensive experience and judgment to plan and accomplish goals.

Skills

Service Desk management

Customer service

Windows Administration

ITIL Foundations

HDI Certification

Education

BS/BA degree or equivalent

Tools

CompTIA A+

Apple Device Support

Job description

Koniag Government Services in Silver Spring, MD is seeking an IT Help Desk Specialist IV (Manager) to supervise daily help desk operations and ensure timely resolution of complex issues. You will implement escalation procedures, monitor service levels, and lead team initiatives.

The ideal candidate brings 5+ years of service desk leadership, ITIL Foundations, and relevant certifications (CompTIA A+, Apple Device).