Service Desk Analyst - SME (Team Lead)

GovCIO; Columbia (SC); Remote; USD 55,000 - 75,000; Full time

Job summary

A leading IT services provider is seeking a Service Desk Analyst – Team Lead to provide technical support remotely. Responsibilities include monitoring SLAs, coaching staff, and coordinating support. Ideal candidates will have a high school diploma with 3-5 years of experience, strong IT skills, and the ability to manage remote teams. This role will positively impact government IT services.

Responsibilities

• Prepare and present daily SLA reports to the customer.
• Develop strategies to tackle ongoing issues and mitigate future ones.
• Report all activities to the service desk manager and assist in finding resolutions.
• Monitor calls and incident tickets for trends.
• Maintain accurate records of service desk activities.
• Coordinate with the customer and support groups for outages.
• Oversee training of service desk agents.
• Collaborate with tier three support for updates and support documents.
• Coach service desk agents to address performance issues.

Skills

Advanced computer literacy skills

Experience managing remote staff

Experience with ServiceNow or similar ticketing systems

Experience troubleshooting Windows 11

Experience with Microsoft 365

Experience with computer hardware

Experience with iOS mobile devices

Experience using Active Directory

Experience with project related tasks

Microsoft Office Specialist: Associate certification

Education

High School diploma or equivalent with 3-5 years of experience

Job description

Overview

GovCIO is currently hiring for a Service Desk Analyst – Team Lead to provide first-line technical support to the organization's end-users to resolve issues related to IT hardware and software. The service desk analyst team lead monitors service delivery activities to ensure service level agreements are met and improve customer satisfaction. This position will be fully remote and within the United States.

Responsibilities

• Prepare and present daily SLA reports to the customer
• Develop strategies to tackle on-going issues and mitigate future issues
• Reports all activities and observations to the service desk manager and assists in finding resolutions to all outstanding issues
• Monitor incoming calls and incident tickets for trends
• Maintains accurate records of all service desk related activities
• Coordinate with the customer and other support groups to manage outages and degradations and facilitate communications to staff and end-users
• Oversees training of service desk agent staff
• Collaborate with tier three support groups to establish relationships, prepare for changes and updates to the environment, and gather support documents
• Provides coaching to service desk agents to address performance issues and create clear, attainable goals

Qualifications

• High School with 3-5 years (or commensurate experience)

Required Skills and Experience

• Advanced computer literacy skills
• Experience managing remote staff
• Experience with ServiceNow or similar ticketing systems
• Experience troubleshooting Windows 11, Microsoft 365, computer hardware and iOS mobile devices
• Experience using Active Directory in a corporate domain environment, specifically related to account management
• Experience with project related tasks
• Possess Microsoft Office Specialist: Associate
• To earn the Microsoft Office Specialist: Associate certification, pass MO-100: Microsoft Word (Office 2019) MO-200: Microsoft Excel (Office 2019) MO-300: Microsoft PowerPoint (Office 2019)
• Clearance Required: Must be able to acquire an Public Trust

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.