Service Desk Lead-HQ

GovCIO; Washington (District of Columbia); On-site; USD 120,000 - 212,000; Full time

Job summary

An established industry player is seeking a Service Desk Lead to oversee operations and enhance client satisfaction. In this pivotal role, you will manage daily Service Desk activities, ensuring swift issue resolution while aligning with contract objectives. Your expertise will guide the team in adopting best practices and new technologies, fostering an environment of continuous improvement. This position offers the opportunity to make a significant impact on government IT services, working alongside passionate professionals committed to transforming how agencies serve citizens. If you're ready to lead and innovate, this role is for you.

Qualifications

• 15+ years of experience in Service Desk operations or related field.
• Must obtain A Certification within 6 months of onboarding.

Responsibilities

• Manage day-to-day Service Desk operations and ensure issue resolution.
• Coordinate with Program Managers to meet operational needs.

Skills

Service Desk Management

Client Satisfaction

Problem Resolution

Industry Best Practices

Education

High School Diploma

PMP/Agile PM Certification

ITIL 4+ Foundation Certification

Tools

M365: Modern Desktop

Job description

Overview

GovCIO is currently hiring for a Service Desk Lead to manage the Service Desk Operations on a day-to-day basis. This position will be located in Washington DC and will be fully onsite.

Responsibilities

• Responsible for managing Service Desk operations - day-to-day operations.
• Ensures maximum issue resolution in minimum time in order to meet and exceed service level agreements.
• Makes decisions based on capabilities, resources, and objectives.
• Ensures programs are aligned with contract objectives and within GovCIO's business goals.
• Coordinates Program Managers and professional staff to adequately meet operational needs and expectations.
• Serves as liaison with customers to resolve issues, receive feedback, and maintain positive client satisfaction.
• Keeps abreast of industry best practices and trends, as well as new technologies, and then plans and advises during implementation.

Qualifications

Qualifications:

• High School with 15+ years (or commensurate experience).
• PMP/Agile PM Certification.
• A Certification within 6 months of onboarding.
• One of the following: HDI-CSR, M365: Modern Desktop Administrator Associate, or ITIL 4+ Foundation Certification.
• Clearance Required: Must be able to obtain and maintain a Public Trust Clearance.

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?

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 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, the employee will be in an “at-will position” and 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 $120,000.00 - USD $211,020.00 /Yr.