Help Desk Team Lead

Overview

DecisionPoint is seeking a Help Desk Team Lead to provide end-user support to the Department of Interior, Bureau of Reclamation's (BOR) IT enterprise. This role is largely responsible for providing operational support services to the organization. We are looking to fill a need to have a highly competent and highly motivated individual in this role.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, paid holidays, three weeks paid time off, and more. This opportunity is fully on site. 

This is a critical enterprise support role, as such it will require a commitment on your part as well as ours. Come join our team and grow with us!

About our Company:

Offering innovative and cutting-edge IT, Emergency Preparedness & National Security solutions and Professional Services solutions, DecisionPoint is uniquely positioned in the federal marketplace.  As a Service-Disabled Veteran Owned and HubZone small business, DecisionPoint is humbled by the daily privilege of serving the critical missions across varied sectors of our government—from national security to health to scientific and technical initiatives.

Duties & Responsibilities

Team Lead Support

• Ensure that the walk-up desk and telephones are staffed at all times during business hours of 5 a.m. to 6 p.m. Mountain Time, Monday through Friday
• Provide queue management for the IT Support team on a daily basis to ensure SLA compliance
• Create and disseminate status reports for Help Desk Analysts
• Monitor and report on service level agreements
• Participate in meetings regarding service delivery, planning, and customer support
• Establish controls for reporting and managing service level agreements
• Perform trend analysis so that resources/services could be aligned to meet SLA
• Monitor performance and service delivery metrics and initiate plans for exceeding targets
• Perform risk assessment and risk mitigation strategies
• Ensure that effective communication and problem management occurs at and between all support tiers
• Drive consistency of effort in utilizing the tools and training provided to deliver world class customer experience in our professional solutions offerings
• Engage, educate, excite, and empower both employees and customers alike with the same level of passion and commitment
• Other duties as assigned

General Support Services

• Must have a broad knowledge of computer, networking, and software fundamentals
• Provide End user IT hardware, operating system and application support including:

• All supported items in the IT Service Catalog
• Password reset
• General support questions
• Application usage
• Deliver support to end users about how to use various types of software programs efficiently and effectively in fulfilling business objectives
• Solid troubleshooting skills  
• Proficiency with mainstream commercial off-the-shelf (COTS) products such as Microsoft Office, Adobe Acrobat, and others  
• Desktop configuration, imaging and deployment

• Provide quick, responsive, high quality and consistent technical support and customer service
• Troubleshoot, diagnose and remediate incidents to quickly restore normal service operations
• Proficiency in Windows 10 desktop hardware and software
• Microsoft Active Directory basics
• Technical knowledge of system operations, insure sound technical solutions, ability to explain services to customers, resolve issues, and provide how-to information, keeping customer satisfaction high as outlined in the deliverables
• Keep customers productive and performing at the highest possible level possible
• Maintain effective customer communications, relations and a high level of customer satisfaction
• Extensive high-quality customer service skills
• Resolve issues remotely or in-person on incidents and provide workarounds as needed
• Receive incident tickets via a walk-up window, telephone, e-mail, and/or fax
• Consider broad-based issues and offer alternative solutions to users
• Read, write, interpret and/or verbally communicate to solicit or explain complex or technical information
• Excellent written and verbal skills
• Manage requests/incidents using a centralized service management system
• Follow processes and procedures
• Log and track calls and service requests using incident/problem management database, and maintain history records and related incident/problem documentation in alignment with SLA’s
• Must be customer focused, a team player, and able to work on multiple tasks simultaneously with minimal supervision

Qualifications

• High School Diploma
• A minimum 1 years of experience as a lead, 3 years in an IT service delivery role
• Must be able to obtain a Public Trust Clearance

**Salary range for this position is $45,000 to $50,000 per year**

Our Equal Employment Opportunity Policy

DecisionPoint is an equal opportunity employer. Our company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment.