Helpdesk Lead
Spatial Front, Inc · Arlington, VA · 3 mo ago
Information TechnologyFull-time
Key Responsibilities
- Lead and manage a team of helpdesk analysts, providing direction, coaching, and performance oversight.
- Monitor helpdesk performance metrics, including ticket volume, resolution times, and customer satisfaction.
- Develop and implement helpdesk processes, procedures, and knowledge management practices.
- Escalate and coordinate the resolution of complex technical issues with Tier 3 support teams.
- Produce helpdesk performance reports and briefings for program leadership.
- Manage helpdesk staffing schedules and ensure adequate coverage for support operations.
- Identify trends in support requests and recommend proactive measures to reduce ticket volume.
Requirements
- Bachelor's in Information Technology, Computer Science, or related field.
- 5 years of IT support, 3 years of leadership.
- Demonstrated expertise in: Team leadership, ITIL framework, incident management, escalation procedures, and customer service.
- Must be a U.S. Citizen.
- Must possess an active Secret security clearance or be able to obtain one.
Desired Skills
- HDI Support Center Team Lead or ITIL Foundation certification.
- Experience leading helpdesk teams supporting DoD or federal agency programs.
- Familiarity with ITSM platforms such as ServiceNow or Remedy.
- Experience developing and implementing helpdesk SOPs and knowledge base content.