Service Desk Lead

Position Overview

The Service Desk Lead directs the day-to-day IT support activities of the Service Desk, with team-lead responsibilities for assigned staff. This role is accountable for ensuring continuity of computer, network, and application services for users throughout the organization and external customers through planning, technical leadership, and coordination of Service Desk work. The Service Desk Lead facilitates alignment of Service Desk operations with business processes and requirements, promotes best practices through outreach with stakeholders and customers, and provides technical direction and mentoring to Service Desk staff while contributing to budget forecasting, reporting, and continuous process improvement.

Key Responsibilities

• Directs the day-to-day IT support activities of the Service Desk, with team-lead responsibilities for assigned staff.
• Accountable for ensuring continuity of computer, network, and application services for internal users and external customers through planning, technical leadership, and coordination.
• Facilitates alignment of Service Desk services with business processes and requirements, and drives continual improvement through promotion of best practices and outreach with stakeholders and customers.
• Contributes to IT goals within broad outlines provided by management, providing technical leadership and coordination to support continuity of computer, network, and application services.
• Forecasts equipment, software, and staffing needs for the Service Desk as required; provides input into project and program budgets.
• Assists in preparing and tracking Service Desk budget performance and reports on budget status as requested.
• Stays abreast of the latest developments in information technology and remains technically competent across Service Desk tools and processes, striving for enhanced user productivity through adoption of new technologies and more effective use of IT resources.
• Studies problems and capabilities, and recommends improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency.
• Contributes short- and long-range Service Desk plans and improvement recommendations, with priority input to management.
• Verifies successful implementation of new tools/technologies by conducting monitoring and documentation audits.
• Supports technological research by studying organizational/customer goals, strategies, practices, and user needs relevant to the Service Desk.
• Supports feasibility studies for Service Desk improvements and contributes to systems project proposals.
• Oversees, directs, and mentors Service Desk Analysts and team leads; communicates job expectations and enforces organizational policies, procedures, and core values; provides input on recruiting, timecard approval, and performance reviews.
• Analyzes complex issues raised by the user community and/or clients and recommends technical solutions.
• Ensures consistency and maintainability of Service Desk processes and tools by helping create, maintain, and enforce standards/procedures.
• Supports staffing activities including recruiting, onboarding, and training of new Service Desk employees; maintains a safe and secure work environment and supports employees' growth opportunities.
• Communicates job expectations, monitors and appraises job results, and coaches/counsels Service Desk staff; helps coordinate and enforce systems, policies, and procedures.

Required Qualifications

• Bachelor's Degree in IT, Computer Science, or a related field, or equivalent relevant experience.
• 6–8 years of experience in Information Technology, with 2–5 years of experience leading or managing IT/Service Desk staff.
• Knowledge of computer hardware and software, including applications and programming, relevant to the supported environment.
• Advanced knowledge of issued hardware and/or software products and excellent working knowledge of personal computers and peripherals.
• Obtain Secret Clearance

Preferred Qualifications

• ITIL Foundations or higher certification preferred.

Job Specific Skills

• Strong communication skills; able to effectively communicate technical issues to technical and non-technical audiences.
• Ability to get team members to work together to accomplish tasks.
• Stays up to date technically and applies new knowledge to the job.
• Ability to think long-term and establish achievable action plans.
• Actively looks for ways to help people in the most efficient manner.
• Uses logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Understands the implications of new information for both current and future problem-solving and decision-making.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.