Service Desk Lead

Requirements:

• U.S. citizenship is required

• Ability to obtain and maintain a Public Trust clearance as required by contract.
• This position is onsite at designated DOJ locations based on contract requirements

Qualifications and Experience:

• Bachelor's Degree with 5+ years' related experience or 7+ years' equivalent work experience
• IT management certifications or technical support certifications preferred.

Responsibilities:

• Serve as the primary point of contact for all IT help desk inquiries, ensuring timely and accurate resolution of issues.

• Provide phone, email and in-person support for a variety of IT related issues including email, directories, and standard Windows applications.

• Lead the Help Desk Team, fostering a collaborative and efficient work environment.

• Develop and implement procedures for tracking, prioritizing, and resolving help desk tickets.

• Conduct regular training sessions for help desk staff and users to ensure efficient use of IT resources.

• Monitor and report on help desk performance metrics to identify trends and areas for improvement.

• Coordinate with the IT team to troubleshoot hardware and software issues, ensuring minimal downtime and disruption.

• Stay updated on new technologies and industry trends to enhance help desk operations and user support.

• Support extended hour and weekend support as required by mission or emergencies.

Flexible work from home options available.

Compensation: $105,000.00 per year

JCD Staffing is a specialized staffing and consulting firm, focused on working with highly talented technical individuals to provide our clients with a unique, successful hiring experience. Our ability to form long-lasting relationships with both candidates and employers is the foundation of our success and what drives everything we do. Our team knows that cultivating these relationships leads to the most effective results, which drive your company’s growth and progress.

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