Summary

McIntire Solutions is actively seeking to fill a Service Desk Lead position will be responsible for leading a Service Desk Lead team in Ashburn, VA. The individual will be in charge of managing the relationships and making sure the customers’ needs are met.

Responsibilities:

Provide technical leadership and coordination with all on-site IT Service Desk personnelAbility to lead a team of 15-25+Present and manage metrics and key performance indicatorsSupport the implementation and on-going management of an enterprise level IT Service Desk applicationLead and participate in IT projectsDevelop and demonstrate an understanding of customer and business needsDocument IT Service Desk processes and ensure processes are kept up to dateResolve escalated customer and vendor issuesMaintain 100% customer resolution and satisfaction for all issuesResolve daily issues of a complex scope that impact the team and overall business objectivesGenerate operational reports to provide visibility into the performance of the IT Service DeskOversee and establish best practices for the way the team monitors, prioritizes, and assigns ticketsEnsure that tickets are attended to in a timely manner, escalated as appropriate, and closed with proper documentationCoordinate requests for new laptops, desktops, cell phones, or other devices.Ensure that necessary reports are run in a timely mannerOversee the day-to-day technical operations of the facility and provide end user support.Provide support to the user community by working on trouble tickets from the Help Desk and communicating with users via email, telephone, radio, or in personCommunicate with IT management to escalate any issues that are severeIdentify areas for improvementInstall and troubleshoot peripherals, including all-in-one printersRegular attendance and timeliness

Required Qualifications:

10-15 years of service desk experienceTier zero and Tier 1 support experienceManage call center or team size of 20-30 minimum of on-premise and remote agentsWorking knowledge of networking technologies including TCP/IP, basic routing, and VPNsExcellent written and verbal communication skillsMust have very strong multi-tasking, organizational and documentation skillsExceptional attention to detailHigh level of dependabilityMaintains a positive and respectful attitudeExerts professionalismAbility to think critically and logically and exercise proper judgmentMust be able to meet deadlinesDesire to learn and grow with company

Desired Qualifications:

Bachelor’s Degree in computer science or a technical degree preferredMSCE and ITIL certification a plus

McIntire Solutions, LLC is a veteran owned small business based in Northern Virginia and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, McIntire Solutions, LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.