Service Desk Lead — 24/7 FBI IT Support (Top-Secret)

Koniag Services, Inc.

Vienna (VA)

On-site

USD 80,000 - 110,000

Full time

14 days+

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Benefits offered by this job

Health insurance

Dental

Vision

401K matching

Flexible spending accounts

Paid holidays

Paid time off

Job summary

Kadiak LLC, a Koniag Government Services company, seeks an experienced Service Desk Lead to support a 24/7 FBI/TSC operation in Vienna, VA. The role requires overseeing service levels, training staff, and ensuring timely ticket resolution.

This onsite position includes collaboration with Facilities, Security and Logistics to meet objectives. This role requires Top-Secret clearance and a Bachelor’s degree, and offers a comprehensive benefits package including health, dental and vision insurance,

Qualifications

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.

Responsibilities

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.