Recruit Talent Inc.
Overview
The Contractor shall identify a full-time Help Desk Lead who will be responsible for 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. Responsibilities
The Help Desk Lead shall lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services. The Service Desk Manager shall provide support to a customer base of over 3,200 users in a high-profile environment. The Help Desk Lead is required to be onsite at the Fairchild Building in downtown Washington, DC five (5) days per week. Qualifications
Possess Information Technology Infrastructure Library V4 (ITIL 4) certification at time of proposal submission. Have a minimum of 5-8 years overall experience with increasing responsibilities in information systems management. Possess 3-5 years supervisory experience. Possess a Bachelors degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field. Possess an industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent. Have expert working knowledge of ServiceNow. Have experience in a quality assurance environment that includes, at a minimum, knowledge of: customer satisfaction tracking; user complaint and monitoring programs; and quality control programs. Possess excellent written and verbal communication skills, including experience in presenting material to senior Government officials. Have proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors).
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The Contractor shall identify a full-time Help Desk Lead who will be responsible for 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. Responsibilities
The Help Desk Lead shall lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services. The Service Desk Manager shall provide support to a customer base of over 3,200 users in a high-profile environment. The Help Desk Lead is required to be onsite at the Fairchild Building in downtown Washington, DC five (5) days per week. Qualifications
Possess Information Technology Infrastructure Library V4 (ITIL 4) certification at time of proposal submission. Have a minimum of 5-8 years overall experience with increasing responsibilities in information systems management. Possess 3-5 years supervisory experience. Possess a Bachelors degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field. Possess an industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent. Have expert working knowledge of ServiceNow. Have experience in a quality assurance environment that includes, at a minimum, knowledge of: customer satisfaction tracking; user complaint and monitoring programs; and quality control programs. Possess excellent written and verbal communication skills, including experience in presenting material to senior Government officials. Have proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors).
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