Service Desk Lead

(Hybrid-Remote with the possibility of 100% remote depending on location, anywhere CONUS. Candidates must be willing to support periodic on-site days in the DC/NCR area if required) The Service Desk Lead is the primary manager for all customer service events related to the global customer IT environment. Responsibilities:

• You will set the example and lead a shift of Tier 1 Service Desk Agents, responsible for providing professional, high-quality Tier 1 support to the internal user community (~40K users) and, often, generate service tickets for every service event. Service events include incidents, problems, service requests, and change requests, which may be submitted via email, phone, instant message, agent chat, chatbot (when available), ticket management system (currently Service Now), or automated event reporting.
• You will both perform duties as the senior Tier 1 Service Desk Agent and manage your shift team to deliver responsive Service Desk support to all users, receive initial contacts, open and track service events in the ticket management system and monitor each event through resolution.
• This role ensures we deliver, as a team, quality first-contact support for end users, including collecting customer information, performing initial analysis, identifying root symptoms, and documenting all issues within the ticket management system.
• Tier 1 maintains ticket ownership and attempts resolution before escalating to Tier 2.
• You will be among the first points of contact to coordinate, troubleshoot, diagnose, and resolve all incidents and problems to closure or escalate as needed to resolve all customer issues following standards and directed service level agreements.

The following are the education and experience required for this position:

• 5+ years
• Associate’s degree or equivalent experience
• Must possess an active or are currently studying for either of the following certifications: CompTIA Sec+, ITIL 4 Foundation and/or HDI-SCTL Certification(s)

• Secret Security Clearance PHYSICAL REQUIREMENTS: This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weight up to 40 pounds
• Travel by land or air transportation 25 % .