Service Desk Lead

Socket.dev; Vienna (VA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company matching

Flexible spending accounts

Paid holidays

3 weeks paid time off

Job summary

Kadiak LLC, a Koniag Government Services company, is seeking an experienced Service Desk Lead with Top-Secret Clearance to support FBI/TSC operations in Vienna, Virginia. The role provides 24/7 coverage, oversees SLA performance, and guides Service Desk Technicians to deliver reliable IT support to government staff.

The ideal candidate has 4+ years of related experience, a Bachelor's degree, and proven ability to manage ticketing, generate reports, and coordinate with security, facilities, and

Qualifications

• 4+ years related experience in service desk operations.
• Experience in 24/7/365 operations and escalation.
• Top-Secret Clearance required.

Responsibilities

• Monitor Service Desk performance and customer service skills for training and areas of concern.
• Generate Service Desk activity reports including ticket metrics and performance metrics.
• Support Service Desk Technicians by being hands-on and resolving tickets.
• Monitor ticketing systems for patterns and inconsistencies; update ticket content as needed.
• Present training on new SOPs and ITU processes.
• Manage meetings with Service Desk Leads, Facilities, Logistics and Security to meet objectives.
• Provide regular updates on common problems and identify resolutions/improvements.
• Ensure 24/7/365 coverage and shift scheduling.
• Ensure staff are trained on processes and procedures.

Skills

4+ years experience

Leadership

SLA management

Customer service

Education

Bachelor's degree in related field

Job description

Kadiak LLC, a Koniag Government Services company, is seeking an experienced Service Desk Lead with a Top-Secret Clearance to support Kadiak and our government customer in Vienna, Virginia.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

FBI TSC’s Service Desk is a 24 x 7 operation with three shifts. The Service Desk Lead is to assist and oversee the support of operations and other systems. The Service Desk Lead will manage the performance of service level agreements and support clients to ensure that service levels are achieved. The Service Desk Lead is responsible for ensuring the Service Desk Technicians are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• Monitor Service Desk performance and customer service skills (phone calls, email and in person) for training and addressing areas of concern.
• Generate Service Desk activity reports including ticket metrics, survey results, and performance metrics.
• Support Service Desk Technicians by being hands-on and resolving tickets.
• Monitor ticketing systems for patterns and inconsistencies. Review and update ticket content as needed and work with staff to ensure appropriate and accurate information is included.
• Present formal and informal training and assistance on new SOPs and/or new ITU processes.
• Manage meetings with other Service Desk Leads, Facilities, Logistics and Security as needed to implement and meet objectives at the Service Desk.
• Provide regular updates on common problems encountered and identify resolutions/improvements.
• Support projects for the FBI/TSC as directed by government and management.
• Communicate information in a clear and effective manner when addressing customer issues with Service Desk staff.
• Interpret and apply Standard Operating Procedures (SOP) as they relate to the Service Desk as well as the IT Unit and support a standard SOP auditing process to ensure processes are up to date and accurate.
• Evaluate and recommend adoption of new or enhanced approaches to delivering IT Service Desk services as well as enhanced ESS support for management and oversight functions.
• Act as a catalyst for change and improvement in performance and quality.
• Ensure activities, services, and products meet organizational goals and objectives.
• Assess customer requirements and ensure that these are met within the Service Desk SOP.
• Identify and execute training as needed for shifts when support issues of concern are identified, ensuring Shift Leads are managing their team and supporting training requirements.
• Assure that all metrics are properly documented and escalated to appropriate resources for correction.
• Manage the Service Desk work schedule, vacation, and holiday schedule to ensure that the Service Desk always has 24/7/365 coverage.
• Ensure and certify the Service Desk staff is trained on processes and procedures.
• Conduct periodic walkthroughs through the Center and meet with customers to identify any outstanding issues and to ensure that customer service is meeting established standards, such as turnaround time.

Requirements

• 4+ years related experience
• Shall have experience working in a 24/7/365 environment providing continuous support to users and critical operations monitoring and escalation.

Clearance Requirement

• Top-Secret Clearance

Education

• Bachelors degree in related field

Office Location and Travel:

• The primary place of performance is onsite at Vienna, Virginia

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at [e-mail] or by calling 703-488-9377 to request accommodations.

*Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.*

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352