service desk team lead

Medicus IT

<div><h1 class="jobSectionHeader"><b>Job Summary</b></h1>
<p>
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.</p><br>
<p></p>
<h1 class="jobSectionHeader"><b>
Responsibilities:</b></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"><b>Skills:</b></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"><b>Qualifications:</b></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<br>
</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"><b>Job Summary</b></h1>
<p>
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.</p><br>
<p></p>
<h1 class="jobSectionHeader"><b>
Responsibilities:</b></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"><b>Skills:</b></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"><b>Qualifications:</b></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>

Technology, Automation, and Management, Inc.

<div><p>Pending Contract Award</p><br>
<p></p>
<p>Mission Objectives ?The Office of the Assistant Secretary of the Army (Financial Management &amp; Comptroller) (ASA(FM&amp;C)) depends on continuous, secure, and effective IT operations to execute its mission of delivering timely financial management support to the Army's worldwide financial community. The IMO support function underpins this mission by ensuring that over 1,400 ASA(FM&amp;C) users across three primary locations have reliable access to business applications, classified and unclassified networks, and IT resources.</p>
<p>The System Administrator/Help Desk Lead serves as the primary escalation point for unresolved technical issues that require elevated system administration access and expertise, and directly supports the efficient delivery of IT services to over 1,400 ASA(FM&amp;C) users across three locations.</p>
<p>[Position Responsibility Summary]</p>
<p>This position is the operational backbone of the IT support function, combining hands-on technical depth with team leadership in a high-volume, multi-site federal environment. The ideal candidate is equally comfortable resolving complex technical issues, coaching junior technicians, and driving continuous improvement in service delivery metrics.</p>
<ul><li>Lead a high-volume Tier 1 helpdesk function serving a large, geographically distributed user base across both classified and unclassified network environments, maintaining strong performance against defined service targets</li>
<li>Act as the primary technical escalation authority for issues exceeding front-line resolution capacity, applying advanced system administration expertise to resolve complex problems and coordinate with external support tiers as needed</li>
<li>Administer user accounts, access controls, and identity management across both classified and unclassified platforms, ensuring accurate and timely provisioning throughout the full user lifecycle</li>
<li>Administer user accounts, access controls, and identity management across both classified and unclassified platforms, ensuring accurate and timely provisioning throughout the full user lifecycle</li>
<li>Establish and enforce documented escalation pathways and standard operating procedures that enable consistent, repeatable Tier 1 resolution across all technicians</li>
<li>Produce regular performance reporting covering key helpdesk indicators to support management visibility and continuous service improvement</li>
<li>Evaluate and recommend emerging technologies?including automation and AI-assisted tools?that can improve ticket handling efficiency, reduce resolution times, or enhance user experience</li>
<li>Manage enterprise software license entitlements in coordination with onboarding and offboarding workflows; support capacity planning and renewal forecasting as needed</li>
<li>Provide technical support and coordination for conferencing systems serving organizational users across multiple facilities</li>
<li>Ensure all personnel within the support team complete required federal workforce certifications and annual training obligations in a timely manner</li>
<li>Evaluate and recommend emerging technologies?including automation and AI-assisted tools?that can improve ticket handling efficiency, reduce resolution times, or enhance user experience</li>
<li>Support software configuration and troubleshooting on end-user workstations; coordinate hardware maintenance with appropriate support resources</li>
<li>Oversee IT asset lifecycle activities including inventory management, equipment tracking, and coordination with property management stakeholders for end-of-life disposition</li>
<li>Support software configuration and troubleshooting on end-user workstations; coordinate hardware maintenance with appropriate support resources</li>
<li>Maintain operational and personal compliance with all applicable Army and DoD information security, cybersecurity, and privacy frameworks</li></ul></div>

System Administrator/ Help Desk Lead - IMO ASA(FM&C)

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System Administrator/ Help Desk Lead - IMO ASA(FM&C)