Help Desk Lead

Required Qualifications

• Education: Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or related field.
• Experience: 5–8 years of progressive IT support and management experience. 3–5 years supervisory experience leading Help Desk or Service Desk teams.
• 5–8 years of progressive IT support and management experience.
• 3–5 years supervisory experience leading Help Desk or Service Desk teams.
• Certifications: ITIL certification (required). Industry certifications such as CompTIA A+ , MCSE , or HDI (or equivalent).
• ITIL certification (required).
• Industry certifications such as CompTIA A+ , MCSE , or HDI (or equivalent).
• Technical Skills: Expert knowledge of ServiceNow ticketing and reporting. Strong understanding of IT service management, customer satisfaction programs, and quality control processes.
• Expert knowledge of ServiceNow ticketing and reporting.
• Strong understanding of IT service management, customer satisfaction programs, and quality control processes.
• Soft Skills: Excellent verbal and written communication skills. Ability to brief and present to senior government officials. Proven experience with staff utilization, training, and employee relations.
• Excellent verbal and written communication skills.
• Ability to brief and present to senior government officials.
• Proven experience with staff utilization, training, and employee relations.

Additional Information