The Service Desk Shift Lead will provide daily supervision, technical support and direction to 6-8 Service Desk staff in support of a 24x7x365 Service Desk Operation.
Requirements
- Hands on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSM
- Excellent customer service skills
- Possess excellent customer service skills
- Must be able to communicate effectively, both written and verbal with senior management and technical staff
- Demonstrate at all times a professional manner and patience while interfacing with the customer and staff.
- Demonstrate at all times attentive listening skills
- Experience with troubleshooting hardware and software
- Must be proficient in Microsoft Windows 10 and Office 365
- Experience with Active Directory
- Must be proficient in ticketing system, particularly ServiceNow
- Ability to obtain DHS EOD is required
- Ability to obtain Secret Clearance
Benefits
- healthcare
- wellness
- financial
- retirement
- family support
- continuing education
- time off benefits