IT Service Desk Team Lead

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Please note that CNI is closely monitoring Executive Orders and will be following any final decisions or mandates regarding the COVID-19 Vaccination as a federal contract provider. SUMMARY The IT Service Desk Task Lead manages the IT Service Desk and assists in the development of directives and the design, development, documentation and implementation of various reporting systems. ESSENTIAL DUTIES AND RESPONSIBILITIES Essential duties and responsibilities include the following. Other duties may be assigned. Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge/quality of work, supporting financial goals of the company, initiative/motivation, cooperation/relationships, problem analysis/discretion, accomplishing goals through organization, positive oral/written communication skills, leadership abilities, commitment to Affirmative Action, reliability/dependability, flexibility and ownership/accountability of actions taken. Promotes and encourages a culture of compliance with all applicable rules (federal, state, local, Federal Acquisition Regulations, Code of Federal Regulations, Prime Contract requirements, etc.) for themselves and the company. Analyzes, evaluates and/or makes recommendations for improvements in the efficiency of internal processes, administrative operations, organizations, or management. Develops and maintains project plans and reporting requirements in accordance with customer direction for all assigned tasks. Ensures timely process through which problems are controlled. Includes problem recognition, research, isolation and follow-up steps. Establishes individual and team goals, ensuring timely completion of projects, developing/maintaining quality customer relationships, interviewing/hiring of all resources, performing employee performance evaluations, handling staff issues, and approving timesheets. Identifies, organizes, directs, coordinates and reports the status of planning and production of all activities associated with assigned delivery order projects. Initiates, implements, and/or oversees routine or as needed administrative and managerial project-related activities, including creating analysis and feedback tools, schedules, work plans, management reporting tools, testing plans, meeting planning and materials, training plans, and other related tasks. Integrates Koniag Core Competencies into daily functions, including: Communication Compliance Dependability Flexibility Initiative Knowledge of Work Quality of Work Quantity of Work Teamwork Customer Service Performs on-site installations and provides start-up or cut over guidance on applications that require significant deployments and/or data conversion efforts. Performs tests during application development, assists with application documentation, familiarizes personnel with applications, conducts on-site installations, provides direct user support as well as other forms of assistance to program and project leads. Plans, conducts and directs the analysis of IT problems, and provides technical expertise in identifying, evaluating and recommending IT systems solutions to specific situations to improve the efficiency of internal administrative operations, organizations, or management. Plans, develops and provides training on assigned software applications, working with established instructional design concepts and guidelines for effective training materials. Provides problem-solving support (by phone and in-person) to users using information center tools. Provides supervision of contract IT development, maintenance and support activities, including task delegation, monitoring and status reporting. Provides support for e-mail, directories, standard Windows desktop applications, in addition to specific customer applications. Serves as the initial point of contact for Service Desk support for agency programs. Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems. Supports a wide range of IT management activities including strategic planning, workforce planning, policy and standards development, resource management, knowledge management, management and auditing. Uses proper troubleshooting techniques, analyzes user-related problems in assigned applications and applies or recommends solutions. Mid-level personnel resolve less complex problems immediately, while more complex problems are elevated to senior or supervisory personnel. Other duties may be assigned. Responsible for aiding in own self-development by being available and receptive to all training made available by the company. Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output. Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability. Promotes and encourages a culture of compliance with all applicable rules (federal, state, local, Federal Acquisition Regulations, Code of Federal Regulations, Prime Contract requirements, etc.) both for themselves, their employees, and the company as a whole. Fosters an environment in which they and their employees will report any violations or reasonably suspected violation of CNI policy, FAR, and/or CFR and are comfortable discussing the myriad compliance, conflict, FAR, CFR, etc. issues that arise during the performance of a government contract. EDUCATION / EXPERIENCE Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or other related discipline, or equivalent experience. Minimum of ten (10) years’ experience, five (5) years of which must be specialized in Service Desk Management. HDI Support Center Manager, Desktop Support Technician or Manager, Customer Service Representative experience preferred. Experience with Adobe Connect preferred. CERTIFICATES / LICENSES / REGISTRATION ITIL V3/2011 Foundations Certification, preferred. JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES Customer service skills and excellent communication skills (verbal, presentation, and written). Ability to adapt to quickly changing priorities. Ability to provide support for all peripherals and mobile devices. Ability to take a proactive approach to problem solving. Demonstrate a proven record of successful execution in a cross-team collaborative IT environment. Knowledge of Microsoft Windows and Microsoft applications. Knowledge of service ticketing systems such as BMC Remedy 7.6 , ServiceNow, HEAT 9.5. Positive customer service attitude. Proactive approach to problem solving. Proven record of successful execution in cross-team collaborative IT environment. Strong documentation, diagramming, and reporting skills. LANGUAGE SKILLS Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the public. MATHEMATICAL SKILLS Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations. REASONING ABILITY Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Work is primarily performed in an office environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Exposed to general office noise with computers printers and light traffic. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!