Help Desk Specialist III (Service Management Lead)

About the Role

ASRC Federal, a leading government contractor in space, public health, and defense, is seeking an experienced and upbeat Help Desk Specialist III (Service Management Lead) to lead daily IT support operations for an Environmental Protection Agency (EPA) contract in Philadelphia, PA. This role is ideal for someone who excels in delivering exceptional customer service, optimizing processes, and guiding a team of technicians to consistently high performance.

Responsibilities

• Apply ITIL principles and their application in service management to work problems.
• Collaborate with IT managers, Business Process Partners, and end users to establish processes and service level objectives consistent with defined service level expectations.
• Manage a team of IT professionals supporting a large AO with a mobile workforce.

Requirements

• Bachelor’s degree and 5 years of experience, or equivalent combination, managing IT Support Services with similar scope and complexity.
• ITIL principles expertise (preferably with one or more ITIL certifications).
• Excellent communication and customer-relationship skills with the ability to interface effectively with government stakeholders.
• Experience coordinating technical projects or system implementations.
• Strong problem-solving skills with the ability to balance technical, operational, and customer priorities.
• Familiarity with Federal IT security requirements.
• US citizenship to meet contract requirements and successfully complete a government background investigation.

Benefits

• Health care
• Dental
• Vision
• Life insurance
• 401(k)
• Education assistance
• Paid time off (PTO, holidays, and other paid leave required by law)

The salary offered will depend on several factors including relevant experience, skills, education, geographic location, internal equity, business needs, and other factors permitted by law. Posted pay ranges are a general guideline only and are not a guarantee of compensation or salary.

Work location: Onsite, Philadelphia. Offer is contingent upon contract award.