Job Information
McIntire Solutions Windows Systems Engineer in Chantilly, Virginia
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 personnel
Ability to lead a team of 15-25+
Present and manage metrics and key performance indicators
Support the implementation and on-going management of an enterprise level IT Service Desk application
Lead and participate in IT projects
Develop and demonstrate an understanding of customer and business needs
Document IT Service Desk processes and ensure processes are kept up to date
Resolve escalated customer and vendor issues
Maintain 100% customer resolution and satisfaction for all issues
Resolve daily issues of a complex scope that impact the team and overall business objectives
Generate operational reports to provide visibility into the performance of the IT Service Desk
Oversee and establish best practices for the way the team monitors, prioritizes, and assigns tickets
Ensure that tickets are attended to in a timely manner, escalated as appropriate, and closed with proper documentation
Coordinate requests for new laptops, desktops, cell phones, or other devices.
Ensure that necessary reports are run in a timely manner
Oversee 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 person
Communicate with IT management to escalate any issues that are severe
Identify areas for improvement
Install and troubleshoot peripherals, including all-in-one printers
Regular attendance and timeliness
Required Qualifications:
10-15 years of service desk experience
Tier zero and Tier 1 support experience
Manage call center or team size of 20-30 minimum of on-premise and remote agents
Working knowledge of networking technologies including TCP/IP, basic routing, and VPNs
Excellent written and verbal communication skills
Must have very strong multi-tasking, organizational and documentation skills
Exceptional attention to detail
High level of dependability
Maintains a positive and respectful attitude
Exerts professionalism
Ability to think critically and logically and exercise proper judgment
Must be able to meet deadlines
Desire to learn and grow with company
Desired Qualifications:
Bachelor’s Degree in computer science or a technical degree preferred
MSCE 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.
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