Service Desk Operations Lead

Location

Bethesda, MD | United States

Job description

Overview:

Evolver Federal is a technology company serving the Federal, Commercial, and Legal markets that addresses client challenges in the present and transitions clients into the future by introducing efficient and effective IT solutions. Established in 2000, Evolver has successfully grown to be a trusted technology leader. Evolver's efforts and growth have been recognized by leading publications and organizations, including Inc. 5000 for five consecutive years, and most recently "Future 50" from SmartCEO. With a dedicated focus on client satisfaction, Evolver has proven its value time and time again, from managing day-to-day operations to skillfully navigating the implementation and support of new technologies. Evolver's core competencies include enterprise infrastructure O&M, full lifecycle application development, all facets of cybersecurity, as well as cloud, end-user support, data analytics and legal services.

We believe our employees are key to our success and continued growth. We attract and retain our diverse workforce by promoting a work-life balance with generous and flexible time off, competitive compensation and benefits, and a commitment to professional development. When you join Evolver, you join a community of talented and dedicated individuals whose abilities, skills, and actions contribute to the success of the company.

Evolver is seeking a Service Desk Operations Lead to work in Washington, D.C. area.

Must be able to support core business hours Monday - Friday typically 8am-5pm

Responsibilities:

• Oversight of the day-to-day operations of an enterprise Service Desk Team supporting notable Federal Government customer.
• Provide customer-focused service and technical leadership for Service Desk support staff who provide T1 and T2 Remote and escalation to Deskside teams for resolution of standard and non-standard computers, tablets, smartphones, software, peripherals, printers, and network connectivity problems. As well as user account administration and support.
• 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 with the Program and Government management team to promote a positive work environment and achieve the group goals.
• Interact and collaborate with all levels of staff and PMO resources to include active participation and involvement as part of the contract and client management teams.
• Interface with Project Managers, Program Manager and other program resources to prepare and review contract documentation including operational reports.

Basic Qualifications:

• Bachelor's degree or Six (6) years of professional experience
• Five (5) years related experience working in a Service Desk environment.
• Three (3) years of experience Managing a Service Desk/Help Desk Team
• One (1) Years of Desktop, laptop, tablet and smart device hardware troubleshooting and maintenance.

Preferred Qualifications

• Three (3) years of experience Managing a Service Desk/Help Desk Team consisting of twenty (40) staff members that supports an environment of two thousand (2000) end users.
• Intensive and progressive experience managing a large customer service user base utilizing quality control procedures and ITIL best practices based on a proven quality assurance (QA) program and top-level QA corporate commitment.
• Familiarity with technical troubleshooting of Microsoft platforms and applications including Windows 10/11, O365 and others as well as Apple iOS devices (iPhone, iPad, iMac) and ITSM tools and reporting.
• Certified as a Service Desk Manager or Service Desk Director, e.g., HDI Support Center Manager, HDI Support Center Director preferred.
• Certified Information Technology Infrastructure Library (ITIL) V3 Foundations or extensive knowledge preferred.
• Excellent written and verbal communications skills and demonstrated ability to present material effectively to all levels of management.

Evolver Federal is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

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Salary