Knowledge Management, Inc.
Overview
Knowledge Management, Inc. (KMI) has the leadership and experience to deliver innovative technology, logistics and management solutions to meet real mission requirements. KMI is a Minority Business Enterprise (MBE) and Small Disadvantage Business (SDB) that specializes in Logistics, Warehouse Services, Distance Learning/Training, Enterprise Solutions, Financial Management Support, Program Management, Intelligence Analysis & Threat Assessment, and Data Analytics/Operations Research. Since 1998, our solutions and services have helped our clients improve performance, drive cost and operational effectiveness, and map technology needs for tomorrow's requirements.
Position Title:
Help Desk Lead
Location:
Fairchild Building, Washington, DC (Full-time onsite, 5 days per week)
Position:
1
Duration:
Multi-year program
Start date:
October
Salary:
Please provide your salary requirement
Education/Experience:
Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or related discipline; Minimum 5-8 years information systems management experience with increasing responsibilities, 3-5 years supervisory experience
Certification:
ITIL 4 certification; CompTIA A+, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI), or equivalent
Note:
This position is for a proposal with the United States Capitol Police; current or previous experience is required. A Letter of Intent might be required to be signed to be submitted along with your resume.
Position Summary The Help Desk Lead provides comprehensive management support and coordination for multi-tier Help Desk operations supporting over 3,200 users across Tier I, II, and III levels, including asset management responsibilities for user devices and technical equipment.
Required Qualifications
Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or related discipline
ITIL 4 certification at proposal submission
Minimum 5-8 years information systems management experience with increasing responsibilities
3-5 years supervisory experience
Industry-specific certification: CompTIA A+, MCSE, HDI, or equivalent
Expert-level ServiceNow knowledge and experience
Quality assurance environment experience including customer satisfaction tracking, user complaint monitoring, and quality control programs
Advanced written and verbal communication skills with senior Government officials' presentation experience
Essential Responsibilities
Lead technical support teams across Tier I/II/III Help Desk operations
Manage asset management activities for mobile devices, servers, switches, routers, wireless access points, and storage devices
Coordinate broad-based technical support delivery to enterprise user base
Oversee manpower utilization, training, problem resolution, and employee relations
Ensure professional customer service standards and response protocols
Professional Standards
United States citizenship required
Business casual attire unless specific tasks require alternative dress
Professional appearance and conduct standards
Confidentiality agreement compliance
Building Access Card (BAC) proper utilization
Benefits
Health, dental, and vision insurance
401(k) retirement plan
Paid time off (PTO) and holidays
Group Term Life and Accidental Death and Dismemberment Insurance
Voluntary Term Life Insurance
Short and Long-term disability insurance
Equal Employment Opportunity and Compliance Equal Employment Opportunity Statement:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
E-Verify Statement:
Knowledge Management, Inc. participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, KMI is required to give you written instructions and an opportunity to contact DHS or SSA to resolve the issue before any action is taken. Employers can only use E-Verify after you have accepted a job offer and completed the Form I-9.
Pay Transparency Non-Discrimination Provision:
Knowledge Management, Inc. will not discharge or otherwise discriminate against employees or applicants for discussing or disclosing pay, subject to applicable restrictions and law. 41 CFR 60-1.35(c)
Disability Statement:
If you have a disability and need reasonable accommodation during the application or onboarding process, please email us at marie@knowledgemanagement.com.
Background Investigation Requirements
USCP-conducted criminal history check
Fingerprinting and FBI database verification
Completion of USCP Cybersecurity Awareness Training (CSAT) annually
Acknowledgment of USCP Rules of Behavior for system access
Information systems role-based security training as required
#J-18808-Ljbffr
Position Title:
Help Desk Lead
Location:
Fairchild Building, Washington, DC (Full-time onsite, 5 days per week)
Position:
1
Duration:
Multi-year program
Start date:
October
Salary:
Please provide your salary requirement
Education/Experience:
Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or related discipline; Minimum 5-8 years information systems management experience with increasing responsibilities, 3-5 years supervisory experience
Certification:
ITIL 4 certification; CompTIA A+, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI), or equivalent
Note:
This position is for a proposal with the United States Capitol Police; current or previous experience is required. A Letter of Intent might be required to be signed to be submitted along with your resume.
Position Summary The Help Desk Lead provides comprehensive management support and coordination for multi-tier Help Desk operations supporting over 3,200 users across Tier I, II, and III levels, including asset management responsibilities for user devices and technical equipment.
Required Qualifications
Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or related discipline
ITIL 4 certification at proposal submission
Minimum 5-8 years information systems management experience with increasing responsibilities
3-5 years supervisory experience
Industry-specific certification: CompTIA A+, MCSE, HDI, or equivalent
Expert-level ServiceNow knowledge and experience
Quality assurance environment experience including customer satisfaction tracking, user complaint monitoring, and quality control programs
Advanced written and verbal communication skills with senior Government officials' presentation experience
Essential Responsibilities
Lead technical support teams across Tier I/II/III Help Desk operations
Manage asset management activities for mobile devices, servers, switches, routers, wireless access points, and storage devices
Coordinate broad-based technical support delivery to enterprise user base
Oversee manpower utilization, training, problem resolution, and employee relations
Ensure professional customer service standards and response protocols
Professional Standards
United States citizenship required
Business casual attire unless specific tasks require alternative dress
Professional appearance and conduct standards
Confidentiality agreement compliance
Building Access Card (BAC) proper utilization
Benefits
Health, dental, and vision insurance
401(k) retirement plan
Paid time off (PTO) and holidays
Group Term Life and Accidental Death and Dismemberment Insurance
Voluntary Term Life Insurance
Short and Long-term disability insurance
Equal Employment Opportunity and Compliance Equal Employment Opportunity Statement:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
E-Verify Statement:
Knowledge Management, Inc. participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, KMI is required to give you written instructions and an opportunity to contact DHS or SSA to resolve the issue before any action is taken. Employers can only use E-Verify after you have accepted a job offer and completed the Form I-9.
Pay Transparency Non-Discrimination Provision:
Knowledge Management, Inc. will not discharge or otherwise discriminate against employees or applicants for discussing or disclosing pay, subject to applicable restrictions and law. 41 CFR 60-1.35(c)
Disability Statement:
If you have a disability and need reasonable accommodation during the application or onboarding process, please email us at marie@knowledgemanagement.com.
Background Investigation Requirements
USCP-conducted criminal history check
Fingerprinting and FBI database verification
Completion of USCP Cybersecurity Awareness Training (CSAT) annually
Acknowledgment of USCP Rules of Behavior for system access
Information systems role-based security training as required
#J-18808-Ljbffr