Help Desk Lead

The Opportunity

Provide in-depth support and lead problem solving and implementation efforts for specific technology products or applications. Apply leading-edge principles, theories, and concepts and contribute to the development of new principles and concepts. Work on unusually complex problems and provide highly innovative solutions. Operate with substantial latitude for unreviewed action or decision, and mentor or supervise employees in both company and technical competencies.

Requirements

• 5+ years of experience in IT service management
• Experience with remote desktop management, enterprise device provisioning, and IT asset tracking
• Experience in ITIL service management principles, troubleshooting methodologies, and ticketing system administration with tools such as JIRA and ServiceNow
• Experience managing a help desk team, implementing IT support workflows, and ensuring Service Level Agreement (SLA) compliance
• Ability to lead and manage a technical help desk team, ensuring high-quality IT support services for cloud-based and on-premises environments
• TS/SCI clearance
• Bachelor's degree

Preferred Qualifications

• Possession of excellent customer service, team leadership, and incident resolution skills
• Master's degree
• ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate, or CompTIA A+ Certification

Compensation

Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen's benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. Salary is determined by various factors, including but not limited to location, the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $86,800.00 to $198,000.00 (annualized USD).