Help Desk Team Lead
New
T
Tria FederalFederal Digital Services
100% Remote within the United StatesFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 5 years (with Bachelor's) or 7 years (with AA)
- Required Skills
- Data AnalysisJiraConfluenceServiceNow
Requirements
- Bachelor’s Degree in a related field with 5 years of experience in Help Desk operations, or an Associate's degree with 7 years of experience.
- Must reside in and be able to perform work in the United States.
- Ability to obtain a U.S. Federal Position of Trust clearance designation.
- Experience leading a progressive help desk and managing a large team.
- Strategic mindset with experience in continuous improvement methodologies and process optimization.
- Proficiency with tools such as SNOW (ServiceNow), AWS Connect, JIRA, and Confluence.
- Strong analytical, decision-making, communication, and collaboration skills.
Responsibilities
- Oversee daily operations and performance of a team of help desk customer service agents.
- Develop and implement help desk procedures, standards, and best practices.
- Ensure prompt resolution or proper escalation of all inquiries related to supported applications.
- Monitor ticket queues, prioritize escalations, and maintain service level agreements (SLAs).
- Analyze historical and forecasted trends to develop data-driven recommendations.
- Provide oversight into the development and maintenance of knowledgebase information.
- Collaborate with internal program teams for the development and implementation of new technologies and procedures.
- Ensure compliance with organizational operational policies and processes.
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