enterprise service desk team lead

Medicus IT

<div><h1 class="jobSectionHeader">Job Summary</h1>

The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation supporting Tier 1 &amp; 2 teams, actively working tickets, and ensuring requests and incidents are progressing efficiently in line with SLA commitments throughout the Service Delivery model. When acting as a technical escalation the Team Lead should provide advanced trouble shooting and mentoring to other members of the Enterprise Service Desk team whilst also collaborating with Tier 3 and other SME teams, driving timely resolution of client requests and incidents. 

<h1 class="jobSectionHeader">
Responsibilities:</h1>
<ul><li>Continuously monitor and enforce SLAs and KPIs throughout the day against live tickets to ensure service performance and responsiveness.</li>
<li>Provide training, coaching, and real-time assistance to all Service Desk Analysts.</li>
<li>Identify strengths and weakness among the team and communicate with the Service Desk Manager when appropriate and/or during review cycles.</li>
<li>Assist management in QA Review processes to improve ticket quality and escalation</li>
<li>Provide both procedural and technical escalation support and guidance to all Service Desk Analysts while ensuring the highest levels of customer support are met.</li>
<li>Review and approve technical escalations to Tier 3 and other SME teams to ensure ticket hygiene and relevant information is present.</li>
<li>Action tickets by performing end-user PC and systems troubleshooting and responding to phone, email, and web requests as needed.</li>
<li>Develop familiarity with client contracts to understand service levels and obligations.</li>
<li>Assist in new hire on-boarding process.</li>
</ul><h1 class="jobSectionHeader">Skills:</h1>
<ul><li>Experience with ConnectWise ITSM platform</li>
<li>Incident, request, problem, change and major incident management experience</li>
<li>Strong IT Infrastructure, Desktop, and Networking experience, including but not limited to:
<ul><li>Microsoft Windows 10 &amp; 11</li>
<li>Microsoft Server 2016-2025</li>
<li>Microsoft 365 &amp; Intune</li>
<li>Entra ID/Active Directory</li>
<li>Citrix Xenapp</li>
<li>Virtualization, e.g. VMware, Hyper V, Proxmox</li>
<li>Cisco Meraki</li>
<li>Email Security, e.g. Proofpoint, Mimecast</li>
</ul></li><li>skills (oral and written), with ability to converse both laterally and vertically.</li>
<li>Excellent customer service and service management skills.</li>
<li>High energy, friendly with the ability to articulate technical solutions into layman terms</li>
<li>Able to work under pressure, prioritize and multitask.</li>
</ul><h1 class="jobSectionHeader">Qualifications:</h1>
<ul><li>Bachelor's degree preferred.</li>
<li>Technical certifications and training a plus.</li>
<li>ITIL certification or strong knowledge of working practices.</li>
<li>5 years minimum experience in a relevant field.</li>
<li>Experience within a large service delivery organization a plus 
</li>
<li>Able to work PST/MST hours (11am-8pm if you are on EST time)</li></ul></div>

Team Lead, Enterprise Service Desk

<div><h1 class="jobSectionHeader">Job Summary</h1>

The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation supporting Tier 1 &amp; 2 teams, actively working tickets, and ensuring requests and incidents are progressing efficiently in line with SLA commitments throughout the Service Delivery model. When acting as a technical escalation the Team Lead should provide advanced trouble shooting and mentoring to other members of the Enterprise Service Desk team whilst also collaborating with Tier 3 and other SME teams, driving timely resolution of client requests and incidents. 

<h1 class="jobSectionHeader">
Responsibilities:</h1>
<ul><li>Continuously monitor and enforce SLAs and KPIs throughout the day against live tickets to ensure service performance and responsiveness.</li>
<li>Provide training, coaching, and real-time assistance to all Service Desk Analysts.</li>
<li>Identify strengths and weakness among the team and communicate with the Service Desk Manager when appropriate and/or during review cycles.</li>
<li>Assist management in QA Review processes to improve ticket quality and escalation</li>
<li>Provide both procedural and technical escalation support and guidance to all Service Desk Analysts while ensuring the highest levels of customer support are met.</li>
<li>Review and approve technical escalations to Tier 3 and other SME teams to ensure ticket hygiene and relevant information is present.</li>
<li>Action tickets by performing end-user PC and systems troubleshooting and responding to phone, email, and web requests as needed.</li>
<li>Develop familiarity with client contracts to understand service levels and obligations.</li>
<li>Assist in new hire on-boarding process.</li>
</ul><h1 class="jobSectionHeader">Skills:</h1>
<ul><li>Experience with ConnectWise ITSM platform</li>
<li>Incident, request, problem, change and major incident management experience</li>
<li>Strong IT Infrastructure, Desktop, and Networking experience, including but not limited to:
<ul><li>Microsoft Windows 10 &amp; 11</li>
<li>Microsoft Server 2016-2025</li>
<li>Microsoft 365 &amp; Intune</li>
<li>Entra ID/Active Directory</li>
<li>Citrix Xenapp</li>
<li>Virtualization, e.g. VMware, Hyper V, Proxmox</li>
<li>Cisco Meraki</li>
<li>Email Security, e.g. Proofpoint, Mimecast</li>
</ul></li><li>skills (oral and written), with ability to converse both laterally and vertically.</li>
<li>Excellent customer service and service management skills.</li>
<li>High energy, friendly with the ability to articulate technical solutions into layman terms</li>
<li>Able to work under pressure, prioritize and multitask.</li>
</ul><h1 class="jobSectionHeader">Qualifications:</h1>
<ul><li>Bachelor's degree preferred.</li>
<li>Technical certifications and training a plus.</li>
<li>ITIL certification or strong knowledge of working practices.</li>
<li>5 years minimum experience in a relevant field.</li>
<li>Experience within a large service delivery organization a plus</li>
<li>Able to work PST/MST hours (11am-8pm if you are on EST time)</li></ul></div>

MANTECH

<div>MANTECH seeks a motivated, career and customer-oriented Help Desk Manager to join our team in the DC, Maryland, and Virginia (DMV) area.
As a Help Desk Manager, this individual will lead the team providing essential technical assistance to government users, ensuring efficient resolution of IT issues within a Complex Enterprise IT Environment (including laptops, phones, AV, and servers). Their leadership is key to maintaining high service levels and enhancing the productivity of federal personnel through the application of ITSM frameworks and ITIL best practices. This individual manages and supervises the overall functioning of 24/7/365 Operations Support Center activities, directing staff in call center support, service desk support, and switchboard operations to drive a modern Shift Left strategy that prioritizes First Contact Resolution (FCR) and Tier 0 Self-Service adoption.
Responsibilities include but are not limited to:<ul><li>
Oversee the daily operations of a 24/7/365 Operations Support Center, supervising geographically dispersed Tier 1 staff to ensure the efficient delivery of desktop support and mission-essential services for government users in a multi-server environment, while simultaneously monitoring facilities and program data centers.</li><li>
Direct the operations of the VIP 'Gold Desk,' ensuring high-priority routing and 'White Glove' handling for Executives and mission-critical personnel.</li><li>
Manage the Automatic Call Distribution (ACD) system and IVR menus to optimize call routing and minimize abandonment rates.</li><li>
Manage help desk personnel, including hiring, training, performance evaluation, and scheduling.</li><li>
Develop and implement help desk policies, procedures, and service level agreements (SLAs) applying comprehensive knowledge of PC operating systems, knowledge of networking and electronic mail.</li><li>
Monitor helpdesk performance metrics and drive initiatives for continuous service improvement and customer satisfaction.</li><li>
Act as an escalation point for complex technical issues and ensure adherence to government security and compliance requirements.</li><li>
Works closely with the end-users to help resolve the most difficult trouble calls.</li><li>
Travels to a particular client site to help solve problems.</li></ul>
Minimum Qualifications:<ul><li>
BA/BS (Relevant Field) and 7+ experience managing a help desk or service desk team within a government contract environment.</li><li>
Proven ability to lead a &quot;Shift Left&quot; initiative by optimizing the Knowledge Management lifecycle. This includes identifying Tier 1 resolutions and proactively publishing high-quality content to the Tier 0 Self-Service Portal to optimize ticket deflection and reduce overall support volume.</li><li>
Expert-level oversight of the entire Knowledge Management lifecycle, including governance, auditing, and continuous improvement of internal and external knowledge bases.</li><li>
Ability to utilize Workforce Management (WFM) principles to analyze call arrival patterns and optimize agent scheduling, ensuring SLA compliance during surges and spikes.</li><li>
Proven track record fostering a Knowledge-Centered Service (KCS) culture, measuring performance on handle time and Knowledge Base development.</li><li>
Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL.</li><li>
Demonstrated experience using data analytics (e.g., Excel, PowerBI, ServiceNow dashboards) to identify trend anomalies and forecast staffing needs.</li><li>
Proficiency in managing enterprise-grade ITSM and Knowledge tools (e.g., ServiceNow, Salesforce, Zendesk, or Jira Service Management).</li></ul>
Preferred Qualifications:<ul><li>
HDI Support Center Manager (SCM) certification.</li><li>
 Experience in applying Agile or Scrum methodologies to Service Desk workflows</li><li>
ITIL Foundation certification.</li><li>
PMP Certification</li></ul>
Clearance Requirements:<ul><li>
Must be a U.S. citizen</li><li>
Must be able to obtain DHS EOD suitability</li><li>
An active EOD suitability is highly desired.</li></ul>
Physical Requirements:<ul><li>
The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations.</li></ul></div>

Help Desk Manager

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