Help Desk Team Lead

Overview:

GovCIO is currently hiring for Help Desk Team Lead. This position will be located in Washington DC and will be onsite position.

Responsibilities:

• Manage a team of Windows and Exchange/Office Admins, as well as assist with tickets when needed to meet SLAs.
• Support the implementation of MS Office product upgrades and new products to include testing and evaluation, input into decisions regarding timing of the deployments to minimize impact, and resolution of issues during deployment.
• Perform Active Directory (AD) account administration including creation, modification, transferring and deletion of AD accounts, as well as creation/modification/deletion of Exchange mailboxes. The number and types of tasks completed shall be documented in the weekly report.
• Create/modify/delete distribution groups and shared mailboxes. The number and types of tasks completed shall be documented in the weekly report.
• Plan, prioritize, and delegate work tasks to ensure proper functioning of the department.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Ensure compliance with key partner’s technical certification requirements.
• Oversee Service Desk metrics and strive for continuous improvement and ensure that all service level agreements are met, and SOP and/or processes are being followed. Handle complex and escalated customer service issues.
• Review and resolve customer complaints, and evaluate the need for preventative measures.
• Regularly meet with clients to discuss issues and present resolutions and plans. 
• Provide proactive system management by monitoring the Exchange environment and making recommendations for threshold changes. Work with the DevSecOps Engineering and VACO Desktop Teams on desktop application upgrades for MS Office
• Participate in VA Exchange and Messaging Core Management Team biweekly meetings.
• Guarantee the necessary resources and tools are available for quality customer service delivery.
• Manage training of end-users on Exchange/Office 365 Products and prepare training plans and documentation.
• Ensure that client systems are configured and managed in a way that meets client needs and industry best practices.
• Diagnoses and resolve software and hardware incidents, including operating systems (Windows) and across a range of software applications. To assist users with any logged IT related incident when called upon.
• Diagnoses and/or resolves problems in response to customer reported incidents via trouble tickets.
• Configuring devices and software applications following established procedures.
• Submitting recommendations to improve the efficient use of the system and responding to special requests for system data.
• Providing account management support, client connectivity support and client application support for various devices
• Maintains a working knowledge of the latest technical procedures and practices related to systems operation and performance, capacity issues, and telecommunications techniques
• Author and/or review client deliverables and submit to client for acceptance.
• Draft SOPs and other documentation. 
• Deliver prepackaged training courses to VA Central Office end users.

Qualifications:

Required Skills and Experience

• Bachelor's with 5 - 8 years (or commensurate experience)
• • Bachelor's degree or equivalent with experience of at least 4 years in a service desk or helpdesk environment and at least 1 in management.
• Experience producing quality work products for delivery to clients.
• 3+ years recent experience as a Microsoft Exchange/Office 365 administrator. Exchange/Office infrastructure, provide operational support, account administration and management, and deliver training. In addition, the support shall require interface with multiple inter/intra-departmental entities in a day-to-day ongoing operational environment.
• Interface with multiple inter/intra-departmental entities in a day-to-day ongoing operational environment.
• Self-Motivated, with a passion for IT and excellent customer service.
• Recognized industry certifications, preferred.
• Strong verbal and written communication skills.
• Comfortable with implementing new technologies and automation capabilities that enhance team efforts.
• Experience in managing a team to accomplish common goals.
• Experience in gathering insights data from multiple sources and making informed decisions where necessary.
• Ability to meet deadlines and be held accountable.
• Organized, thorough, and able to produce detailed documentation as necessary.

Clearance Required: Ability to obtain and maintain a Suitability/Public Trust clearance

Company Overview:

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posted Salary Range: USD $75,000.00 - USD $85,000.00 /Yr.