Service Desk Analyst - SME (Team Lead)

GovCIO; Lansing (MI); Remote; USD 55,000 - 63,000; Full time

Job summary

A government IT solutions provider is seeking a Service Desk Analyst – Team Lead to oversee first-line support operations. This role involves monitoring service delivery, managing remote staff, and ensuring customer satisfaction. Candidates must have strong technical skills in IT support and possess leadership experience. This position offers remote work opportunities and competitive salary ranging from $55,000 to $62,100 annually.

Benefits

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development platform, including certification preparation

Training, Education and Certification Assistance

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Qualifications

• High School with 3-5 years (or commensurate experience).
• Clearance Required: Must be able to acquire a Public Trust.

Responsibilities

• Prepare and present daily SLA reports to the customer.
• Develop strategies to tackle ongoing issues.
• Report all activities and assist in finding resolutions.
• Monitor incoming calls and incident tickets for trends.
• Maintain accurate records of all service desk related activities.
• Coordinate with the customer and other support groups.
• Oversee training of service desk agent staff.
• Collaborate with tier three support groups.

Skills

Advanced computer literacy skills

Experience managing remote staff

Experience with ServiceNow or similar ticketing systems

Experience troubleshooting Windows 11

Experience troubleshooting Microsoft 365

Experience with Active Directory

Experience with project related tasks

Microsoft Office Specialist: Associate certification

Education

High School with 3-5 years 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
• Report all activities and observations to the service desk manager and assist in finding resolutions to all outstanding issues
• Monitor incoming calls and incident tickets for trends
• Maintain 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
• Oversee 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
• Provide 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 a 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.

But we can\'t do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview
• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

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.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posted Salary Range

USD $55,000.00 - USD $62,100.00 /Yr.

Submit a referral to this job (https://careers-govcio.icims.com/jobs/6746/service-desk-analyst---sme-%28team-lead%29/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834385473)

Location US-Remote

ID 2025-6746

Category Information Technology

Position Type Full-Time