Job Purpose:
The Help Desk Lead will provide overall management, coordination, and technical leadership for the Help Desk organization, covering Tier I, Tier II, and Tier III support functions, as well as Asset Management. This position will oversee a team of technicians delivering high-quality IT support services.
The Help Desk Lead will be accountable for ensuring timely incident resolution, proactive problem management, and continuous service improvement in line with established ITIL standards. The individual will play a critical role in ensuring end-user satisfaction, maintaining system availability, and driving efficiency across all help desk operations.
Responsibilities:
- Provide day-to-day leadership and oversight of the Help Desk, ensuring proper staffing and support across Tier I (phone/email), Tier II (on-site/floor), Tier III (advanced troubleshooting), and Asset Management functions.
- Manage and coordinate the activities of help desk technicians, ensuring effective workload distribution and timely resolution of incidents and service requests.
- Serve as the primary escalation point for complex technical issues, coordinating resolution with internal teams and external vendors as required.
- Ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), while driving continuous service improvement initiatives.
- Lead quality assurance initiatives, including customer satisfaction tracking, monitoring of user complaints, and implementation of corrective actions.
- Oversee and optimize the use of ServiceNow for incident, problem, and change management, ensuring accurate reporting and efficient workflows.
- Develop and deliver training, mentoring, and professional development programs for help desk staff to enhance technical and customer service skills.
- Prepare and deliver status reports, performance metrics, and issue briefings to senior Government officials.
- Manage manpower utilization, scheduling, and resource planning to meet operational demands.
- Foster positive employee relations and effective coordination with teaming partners and subcontractors.
- Other duties as assigned.
Education and Experience:
- Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or a related field.
- Minimum of 5-8 years of progressively responsible experience in IT systems management.
- 3-5 years of direct supervisory experience leading technical support teams.
- Information Technology Infrastructure Library V4 (ITIL 4) certification.
- Must possess CompTIA A+, Microsoft Certified Solutions Expert (MCSE), or Help Desk Institute (HDI) certification.
- Expert-level working knowledge of ServiceNow for help desk operations.
- Experience in quality assurance environments, including customer satisfaction tracking, user complaint monitoring, and quality control program implementation.
- Demonstrated expertise in manpower utilization, training, problem resolution, and employee relations, including coordination with subcontractors or teaming partners.
Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization.
Strativia is an Equal Opportunity Employer and strives for diversity. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets
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Strativia
Aug 28, 2025