MSM Technology LLC
Overview
Join to apply for the
Help Desk Lead
role at
MSM Technology . This position is contingent on contract award and requires on-site presence in downtown Washington, DC five days per week. Responsibilities
Be responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III, including Tier I (phone and e-mail), Tier II (on-site, floor), Tier III (advanced hardware and software break/fix), and Asset Management. Lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services, supporting a customer base of over 3,200 users in a high-profile environment. Requirements
Active Information Technology Infrastructure Library V4 (ITIL 4) certification. Minimum of 5 years overall experience with increasing responsibilities in information systems management. 3-5 years supervisory experience. Bachelors degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field. Industry-specific certification such as CompTIA A+, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent. Willing and able to pass a customer background check, equivalent to Public Trust level. Expert working knowledge of ServiceNow. Experience in a quality assurance environment that includes knowledge of customer satisfaction tracking, user complaint and monitoring programs, and quality control programs. Excellent written and verbal communication skills, including experience presenting material to senior Government officials. Proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors). Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
IT Services and IT Consulting Note: Referrals may increase your chances of interviewing at MSM Technology. #J-18808-Ljbffr
Join to apply for the
Help Desk Lead
role at
MSM Technology . This position is contingent on contract award and requires on-site presence in downtown Washington, DC five days per week. Responsibilities
Be responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III, including Tier I (phone and e-mail), Tier II (on-site, floor), Tier III (advanced hardware and software break/fix), and Asset Management. Lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services, supporting a customer base of over 3,200 users in a high-profile environment. Requirements
Active Information Technology Infrastructure Library V4 (ITIL 4) certification. Minimum of 5 years overall experience with increasing responsibilities in information systems management. 3-5 years supervisory experience. Bachelors degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field. Industry-specific certification such as CompTIA A+, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent. Willing and able to pass a customer background check, equivalent to Public Trust level. Expert working knowledge of ServiceNow. Experience in a quality assurance environment that includes knowledge of customer satisfaction tracking, user complaint and monitoring programs, and quality control programs. Excellent written and verbal communication skills, including experience presenting material to senior Government officials. Proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors). Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
IT Services and IT Consulting Note: Referrals may increase your chances of interviewing at MSM Technology. #J-18808-Ljbffr