Help Desk, Lead

Contingent Award

Connected Logistics is seeking a Help Desk, Lead to lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services. This service desk manager shall provide support to a customer base of at least 3,000 users in a high-profile environment.

The Help Desk Lead is required to be onsite in downtown Washington, DC five (5)days per week.

Key Responsibilities

• Lead the overall management support and coordination for Help Desk support for Tier levels I/II/III, (e.g., Tier I (phone and e-mail), Tier II (on-site, floor), Tier III (advanced hardware and software break/fix)), and Asset Management.
• Lead and manage the quality assurance environment that includes customer satisfaction tracking, user complaints and monitoring and quality control programs.
• Lead excellent written and verbal communication, including presenting materials to Senior Level Government officials.
• Accountable for manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors).

• Must have a bachelor's degree in computer science, Engineering, Information Systems, Business, or other relevant discipline or related field.
• Must have Information Technology Infrastructure Library V4 (ITIL 4) certification.
• Must have an industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent.
• Required to have expert working knowledge of ServiceNow.
• Have a minimum of 5-8 years' overall experience with increasing responsibilities in information systems management.
• Possess 3-5 years supervisory experience.

Salary Range- 67,000.00- 73,000.00

Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. We offer a comprehensive benefits package; The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location or other job related skills and experience in which the position is filled.

Connected Logistics respects the need for confidentiality for all applicants.

Connected Logistics offers an excellent benefits package that includes health, dental, vision, life and disability insurance, a great 401(k) package, and generous Paid Time Off.

EQUAL OPPORTUNITY EMPLOYER. It is our policy to abide by all federal, state and local laws prohibiting employment discrimination solely on the basis of a person's race, religious creed, color, national origin, ancestry, physical disability, mental condition (including, but not limited to, cancer related or HIV related), marital status, sex, gender (including sex stereotyping), age, sexual orientation, military status, or any other protected status except where a reasonable, bona fide occupational qualification exists.