Location
Rockville, MD | United States
Job description
We ae looking for a Help Desk Supervisor to support our team. This qualified individual will be responsible for the leadership, mentorship, and management of the NCI IT Helpdesk technicians. Queue management, ticket triage and routing to appropriate groups based on process flows. Fosters a collaborative environment, emphasizing the value of collective effort. Leads by example in promoting team cohesion, ensuring every team member feels valued and heard. Oversee the creation, maintenance, and regular updating of documentation related to support processes, technical troubleshooting, and FAQs. Handle escalated customer issues, ensuring swift resolution and customer satisfaction.
What you will do:
- Direct supervision of the Helpdesk Support Team, including scheduling, training, and performance evaluation.
- Experience supervising remote employees
- Provide expert-level technical support alongside the team, diving into complex issues and delivering solutions.
- Ensure the team adheres to ITIL best practices in all aspects of incident, problem, and change management.
- Develop and maintain a comprehensive knowledge base, encouraging the team's reliance on self-service and shared expertise.
- Monitor customer interactions and elevate the quality of service by providing feedback and coaching.
- Conduct regular team meetings to review open issues, discuss new procedures, and provide ongoing training.
- Collaborate with IT management to align support services with business objectives and customer needs.
- Analyze performance data to identify trends, service gaps, and opportunities for improvement.
Required Qualifications:
- BS/BA with 6 years of experience. Additional years of experience maybe accepted in lieu of the degree
- Substantial technical knowledge, with proficiency in network diagnostics, and both PC and Mac operating systems.
- Proven experience in a supervisory or lead role within a technical support environment.
- Strong problem-solving and analytical skills, with the ability to think strategically and implement solutions in a fast-paced environment.
- Train, mentor, and evaluate the performance of the Agents.
- Exceptional communication skills, adept at interacting with both technical teams and end users.
- Demonstrated commitment to customer service, with a track record of leading teams to achieve excellence in service delivery.
- Flexibility to work various shifts, including evenings, weekends, and be on call, as required.
- ITIL Foundations (or ability to obtain ITIL Foundations certification within 3 months of joining)
- Experience with Service Now
- Required Certifications (one or more of the following): CompTIA A+; Apple Certified Support Professional (ACSP); ITIL 4 (or ability to obtain ITIL4 certification within 3 months of joining)
- 6+ Years experience with Windows and/or MAC troubleshooting
- 6+ Years experience with mobile device troubleshooting with iPhone, iPad, and Android
- 6+ years’ experience working with customers either face to face or remote setting.
- Knowledge/experience with IT Ticket Management Software.
- Knowledge/experience with RMM Tools. Knowledge/experience with IT Documentation Tools
- Must be a US Citizen
- Must be able to obtain and maintain the required agency clearance
Desired Qualifications
- Desired Certifications: HDI-DSM; HDI-SCTL; HDI-SCM; Certified associate in project management (CAPM), or other industry-recognized certifications
- Federal customer experience supporting HHS, preferably NIH desired.
Benefits:
At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.
$80,000 - $128,000. This represents the typical salary range for this position based on experience and other factors.
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