Help Desk Team Lead

Company Description

Ashburn Consulting, a Small Business based in the Washington, DC metropolitan area, specializes in providing network and network security solutions in complex environments to a select set of government and business clients. The company, an established leader in its field, is composed of an elite team of engineers and business consultants, each of whom is recognized —and highly regarded—within the network and security communities.

Job Description

Helpdesk Team Lead – 1 Position 

Functions commonly performed: 

• Provide day-to-day oversight of daily helpdesk activities to ensure incidents, requests, and escalations are assigned in a timely fashion. 

• Prioritize tickets and allocate resources to confirm an appropriate resolution for customers. 

• Provide guidance regarding daily ticket updates to promote customer communications. 

• Ensure the team is meeting all customer expectations using metrics to improve customer service and helpdesk processes. 

• Support the User Services Manager in providing direction and assistance to the Helpdesk Team while ensuring they are providing outstanding customer support.

• Work with Project Manager in coordinating and scheduling Helpdesk technician work to accommodate desk side and phone support for the entire organization while meeting special projects timeline. 

• Proactively identify opportunities to optimize and enhance Helpdesk services, support, and new technology adoption. 

• Serve as subject matter expert and escalation point to personnel in the Helpdesk support team. 

• Maintain both the ticketing system (ServiceNow) and knowledge base to ensure accuracy. 

• Measure and report on service delivery performance metrics including customer satisfaction follow ups, request, and incident ticket statistics via ServiceNow. 

• Manage the life cycle of all issues, primary objective are: to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented. 

• Escalate higher priority issues to System Administrator, Network Administrator, Network Team, and/or Operations for in-depth analysis. 

• Train Helpdesk staff with new internal processes and procedures. 

• Support projects using project management tools 

Qualifications

Knowledge/skills: 

• A Bachelor's degree or 10 years' work experience in a related field. 

• At least five (5) years of progressive IT experience, to include three (3) at a complex organization. 

• ITIL certified and proven track record of applying it to Helpdesk Operations

• Must be US Citizen.

• Expertise of ServiceNow ticketing system for tracking and resolving both incidents and requests opened by user calls. 

• Experience in installing and troubleshooting OA systems in user organizations. 

• Ability to stay current with evolving IT technology, e.g., Endpoint management tools (e.g., Ivanti, JAMF, SmartDeploy, etc.), network and wireless connectivity, latest software releases, etc. 

• Ability to measure effectiveness of customer service and make adjustments in service to increase user satisfaction. 

• Ability to manage competing priorities with little direction. 

• Knowledge of Microsoft and Apple office automation environments (hardware, software and tools) and evolving trends. 

Additional Information

Equal Opportunity Employer/Veterans/Disabled. An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status

Ashburn Consulting is an Equal Opportunity Affirmative Action Employer.
In compliance with the American with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request and accommodation in order to apply for a position with Ashburn Consulting, please e-mail [email protected].”