Service Desk Support Technician Site Lead

The Service Desk Support Technician Site Lead will lead the day-to-day operations of ALC support staff, ensuring all phases of support are coordinated. The ideal candidate will have strong leadership, problem-solving, and communication skills, as well as experience in IT support services and leadership roles.

Requirements

• Lead day-to-day operations of ALC support staff
• Ensure ample staffing coverage on VCC, Bullpen, Warehouse and Ticket Queues
• Maintain strong relationships with teams across the program to achieve Service Desk objectives
• Serve as escalation point for staff and customers
• Regularly perform metrics trend analysis to ensure team executes in accordance with SLA's
• Act as technical go to person for management and less seasoned technicians
• Work with management to develop, communicate, and implement procedures and best practices
• Responsible for training and mentoring fellow team members in areas of expertise
• Model behavior as it relates to ServiceNow ticket creation, handling, and documentation
• Closely monitor ServiceNow dashboards to ensure that Critical/High tickets are given top priority
• Closely monitor VCC dashboards to ensure response times and abandoned calls are in line
• Perform technician performance and quality reviews
• Meet with each team member at minimum once per month for in-person coaching sessions
• Manage and Lead team of IT professionals supporting Agile Defense and Army Research Lab

Benefits

• Competitive and comprehensive benefits package