Archimedes Global is currently recruiting a Help Desk Team Lead to join our team in the DC metro region. This position is telework eligible with the ability to work onsite, as required. The selected individual will be responsible for overseeing the day-to-day operations of the Help Desk team, providing technical guidance and support to team members, and ensuring timely resolution of user issues and requests. The selected individual will: Lead and supervise the Help Desk team, including testing, ... more details
Archimedes Global is currently recruiting a Help Desk Team Lead to join our team in the DC metro region. This position is telework eligible with the ability to work onsite, as required. The selected individual will be responsible for overseeing the day-to-day operations of the Help Desk team, providing technical guidance and support to team members, and ensuring timely resolution of user issues and requests.
The selected individual will:
Lead and supervise the Help Desk team, including testing, training, and evaluating team members
Provide technical guidance and support to team members in troubleshooting and resolving user issues and requests
Ensure tickets and requests are prioritized and assigned appropriately
Monitor and track team performance to ensure timely and effective resolution of user issues and requests
Collaborate with other IT teams to identify and implement solutions to recurring issues and improve overall user support experience
Develop and maintain knowledge base articles and documentation to facilitate self-service and improve first call resolution rate
Assist in developing and implementing IT policies, procedures, and standards
Stay current with emerging technologies and industry best practices in IT support and service management
Bachelor's degree in Computer Science, Information Technology, or a related field
8+ years of experience in IT support
Active Secret security clearance required
Experience in a team lead or supervisory role in IT support
Strong technical troubleshooting and problem-solving skills
Excellent communication and customer service skills
Experience with IT service management tools such as ServiceNow
ITIL Foundation certification or equivalent knowledge
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