Service Desk Team Lead

TISTA is seeking a full-time Service Desk Team Lead to provide oversight and leadership to the NIA Service Desk across all tiers, providing hands-on Tier 3 support, and leading a team to resolve complex technical challenges. This role involves conducting root cause analyses, developing custom solutions, and optimizing the IT environment through maintaining standard operating procedure documentation. The Team Lead will also provide an essential relationship between TISTA and the NIA Section Chief. This position requires a versatile technical resource who is both client-focused and solution-focused, and who is able to interact with senior executives frequently and with ease.

TISTA associates enjoy above Industry Healthcare Benefits, Remote Working Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Tuition Reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more!

• Oversee service desk issues across all tiers and provide hands-on Tier 3 support.
• Lead the resolution of complex technical challenges and conduct in-depth root cause analyses.
• Develop custom solutions and contribute to the optimization of the IT environment.
• Maintain and update standard operating procedure documentation.
• Coordinate activities between Tier 1, Tier 2, and Tier 3 support.
• Oversee incident triage, ensure proper escalations, and facilitate efficient incident management.
• Actively engage in ticket resolution during peak workloads, complex incidents, or staff shortages.
• Manage incident escalations, ensuring timely resolution and communication with end-users.
• Monitor team performance, provide regular feedback, and identify training needs.
• Generate reports on team efficiency and incident resolution times.
• Oversee the maintenance and update of the knowledge base, ensuring accurate troubleshooting procedures and solutions.
• Update ServiceNow records daily, prioritize team's tickets, and ensure relevant tickets are escalated, resolved, and communication is documented.
• Run weekly reports to identify areas for consistent improvement in escalation management.
• Display strong troubleshooting methodology and problem-solving skills.
• Develop solutions to complex technical issues and problems that impact multiple area or disciplines.
• Providing technical assistance for questions and problems and break/fix issues.
• Train and mentor other staff members on troubleshooting and diagnosing problems.

• 8+ years of experience working in a customer-facing technical support role, including Service Desk/Help Desk/Desktop support.
• Familiarity with both Windows PCs and MacOS X.
• Expertise with Active Directory for user account management, access controls, and password resets.
• Experience with remote desktop solutions such as Microsoft Remote Desktop and tools like PowerShell.
• Demonstrated ability to provide efficient and responsive support to resolve user concerns.
• Strong leadership and guidance skills.
• Excellent problem-solving and analytical skills.
• Ability to manage and prioritize multiple tasks effectively.
• Strong communication and interpersonal skills.
• Experience with ServiceNow or similar IT service management platforms.
• Active Directory Management experience.
• Experience with a variety of COTS tools (Cylance and BigFix Image awareness a plus) and the ability to learn new tools quickly.
• NIH Experience a plus.
• Familiarity with cloud environments including Azure, AWS, and Google Cloud is a plus.

Education:

• Bachelor's degree in an IT-related field, but can substitute Associate degree with relevant experience.
• Industry certifications are desired.

Clearance:

• The ability to pass a Tier 2/Modest Background Investigation.

Location:

• Rockville, MD Hybrid/Onsite 3 Days.

Pay Range:

• The suggested pay for this position ranges from $70,546 to $90,875.
• The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.
• Also, certain positions are eligible for additional forms of compensation, such as bonuses.
• TISTA associates are eligible to participate in our comprehensive benefits plan! More information can be found here: https://tistatech.com/working-at-tista/