Technical Operations Center Service Desk Shift Lead

The TOC 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. The Service Desk teams troubleshoot and resolve incidents and service requests for a 8,000+ user community for Department of Homeland Security through telephone and emails.

Requirements

• Experience managing Service Desk operation with multiple technicians
• Hands on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSM
• Ability to obtain DHS EOD is required. Ability to obtain Secret Clearance.
• Typically requires bachelor’s degree or equivalent (6 years’ experience), and eight to ten years of related experience
• 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
• Demonstrate at all times a professional manner and patience while interfacing with the customer and staff.
• Demonstrate at all times attentive listening skills
• Possess excellent customer service skills.
• ITIL v3 certification
• HDI Certification

Benefits

• Comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits
• Flexible time off benefit
• Robust learning resources