Service Desk Lead

Job Description

Job Description:

Network Designs, Inc. is currently seeking a Service Desk Lead to provide exceptional customer support and leadership within our IT department. This pivotal role involves phone and in-person support to users across a range of issues including email, directories, standard Windows desktop applications, and applications developed or deployed under our contracts. As the first point of contact for troubleshooting hardware/software PC and printer problems, the Help Desk Lead ensures the smooth operation of our technological services. The ideal candidate will possess a mix of technical expertise, leadership skills, and a passion for delivering excellent customer service.

Note: Position is contingent on contract award.

Requirements:

• U.S. citizenship is required

• Ability to obtain and maintain a Public Trust clearance as required by contract.

• This position is onsite at designated DOJ locations based on contract requirements

Qualifications and Experience:

• Bachelor's Degree with 5+ years' related experience or 7+ years' equivalent work experience

• IT management certifications or technical support certifications preferred.

Responsibilities:

• Serve as the primary point of contact for all IT help desk inquiries, ensuring timely and accurate resolution of issues.

• Provide phone, email and in-person support for a variety of IT related issues including email, directories, and standard Windows applications.

• Lead the Help Desk Team, fostering a collaborative and efficient work environment.

• Develop and implement procedures for tracking, prioritizing, and resolving help desk tickets.

• Conduct regular training sessions for help desk staff and users to ensure efficient use of IT resources.

• Monitor and report on help desk performance metrics to identify trends and areas for improvement.

• Coordinate with the IT team to troubleshoot hardware and software issues, ensuring minimal downtime and disruption.

• Stay updated on new technologies and industry trends to enhance help desk operations and user support.

• Support extended hour and weekend support as required by mission or emergencies.

NDi Benefits:

Network Designs is committed to attracting and retaining top talent by offering competitive benefits and salary packages. Our benefits package includes comprehensive health, dental, and vision insurance, 401(k) matching, and paid time off. In addition, we provide employer-paid life and disability insurance, professional development, education benefits, and much more to ensure our team has the resources they need to thrive on and off the job.