Service Desk Lead

We are seeking a Service Desk Lead to drive the delivery of support services and manage the day-to-day activities of our Service Desk team. This role involves ensuring exceptional customer service, timely resolution of incidents and service requests, and the professional development of Service Desk Analysts.

Key Responsibilities:

• Maintain the Asset Register to track and protect software and hardware assets.
• Analyze and optimize current processes for continual service improvement.
• Translate lessons from complaints into service improvements and investigate automation opportunities.
• Investigate patterns and trends to resolve problems and determine preventative measures.
• Take accountability for issues and proactively find solutions.
• Understand and support various Technical products and services.
• Demonstrate knowledge of the ITIL service management lifecycle.
• Use data analytics to...

Lead Service Desk (BMC Remedy/Helix)

Astor & Sanders Corporation (Astor) is an award-winning IT solutions provider headquartered in McLean, VA and is seeking a Lead Service Desk (BMC Remedy/Helix). This is a full-time position based in Washington DC.

Roles and Responsibilities:

• Manage and coordinate the activities of the Service Desk team
• Ensure timely resolution of incidents and service requests in accordance with defined SLAs
• Provide technical support and guidance to the Service Desk team
• Monitor and analyze performance metrics to identify areas of improvement
• Work heavily with BMC Remedy and Helix
• Participate in project planning and implementation related to the Service Desk
• Stay up-to-date with industry trends and best practices in IT service management
• Additional duties as assigned
...

3KeyLogic is searching for a detail-oriented IT Service Desk Team Lead to join our team and become an integral part of the support process for one of our clients located in Waconia, Minnesota.  This is an onsite position in Waconia. The IT Service Desk Team Lead will oversee the daily operations of the IT Service Desk, ensuring efficient and effective technical support for end-users and team ticket administration. This role requires a balance of technical expertise, leadership capabilities, and supervisory skills to partner and manage a team of IT support specialists, maintain service quality, and drive continuous improvement. This position will report directly to the onsite IT Service Manager.

Key Responsibilities:

Technical Expertise:

• Oversee and provide technical support for hardware, software, and network issues.
• Ensure the timely and effective resolution of user issues...

RMC is hiring for a System Administrator to serve as the Service Desk lead for an on-prem and cloud-based environment in Dahlgren, VA. The selected application will provide oversight of the day-to-day operations of an enterprise Service Desk,

Requirements

• Primarily responsible managing the collection and evaluation of service desk delivery metrics, and using these to provide meaningful changes to scheduling, monitoring/QA, mentoring, evaluating, and otherwise enhancing the performance of a remote workforce.
• Analyze daily, weekly and monthly operational metrics and make recommendations for streamlining processes, knowledge management articles, agent training, etc.
• Provide leadership in the role of Incident and Service Request Manager, responsible for full lifecycle (from triage, escalation to resolution) and for continual service improvements that align with and continually improve upon ITIL processes.
• Work closely...

Resource Management Concepts, Inc. (RMC) provides high-quality, professional services to government and commercial sectors. Our mission is to deliver exceptional management and technology solutions supporting the protection and preservation of the people and environment of the United States of America.

RMC is hiring for a Service Desk Team Lead to support our customers at the NSWC IHEODTD, in Indian Head, MD (Mainside). The selected applicant will provide virtual collaboration technology support to US Navy Systems. The ideal candidate will have a variety of experience providing support to command personnel of all levels with Microsoft based solutions across the DoD.

Responsibilities:

• Provide management and oversight of Service Desk ticket queue and day-to-day operations

• Coordinate and plan emergency and priority tickets with customer and team to completion
• Manage Excess process with the Government POC and train team...