Service Desk Team Lead

Responsibilities

• Own overall responsibility for ITSMS process handling on the Service Desk;
• Manage all Service Desk supervisors;
• Coordinate Service Desk staff training sessions;
• Liaise with the FDIC Service Delivery Designee;
• Manage the development and issuance of Service Desk operational reports;
• Represent the Service Desk team in a customer-facing role;
• Liaise with the Contractor designated Change lead;
• Act as the lead owner for implementing and progressing Continuous Service Improvement (CSI) and managing CSI activities to ensure appropriate Service improvement results;
• Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes;
• Serve as a further escalation point for Service Desk supervisors;
• Attend Change Advisory Board meetings as described in Attachment J6D (Meetings); and
• Participate in Problem Management activities

Qualifications

• Ten plus years of experience in Service Desk Services, including at least 3 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services;
• Excellent communication and teamwork skills;
• Demonstrated experience supporting government agencies, customers, or contracts within federal environments. This includes the Intelligence Community (IC), Department of Defense (DoD), Federal Civil agencies, and military organizations.
• Prior experience supporting the same or similar contract, with an in-depth understanding of the customer environment, requirements, and operational landscape, is highly desirable.
• Bachelor’s degree or equivalent experience, advanced degree preferred.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Location: Arlington, VA

Type of environment: Varies

Noise level: Low

Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.

Amount of Travel: Less than 10%

Additional Information

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice