Overview:
Evolver Federal is seeking a candidate to satisfy an IT Service Desk Team Lead role request for a program to support a government client.
The IT Service Desk Team Lead will oversee all service desk issues in all tiers (Tier 1, Tier 2, and Tier 3). Additionally, the Team Lead will also provide direct support to Tier 3 issues. The IT Service Desk Team Lead will manage and direct the resolution of all complex technical issues. In doing so, the IT Service Desk Team Lead may conduct root-cause analyses with all IT issues that arise, and subsequently, create the necessary follow up documentation. Additionally, the IT Service Desk Team Lead will report out to both technical and non-technical stakeholders. The IT Service Desk Team Lead will contribute to the continuous updating of the IT Environment and will provide leadership and guidance to all tier levels. Furthermore, the IT Service Desk Team Lead will provide team coordination and assistance with necessary tier tickets. In doing so, the IT Service Team Lead will update ServiceNow records, daily, and confirm that all necessary tickets are resolved and documented. These actions will also be completed in relation to escalation management necessitates and the IT Service Desk Team Lead must ensure a timely resolution with all end-users. Additionally, the IT Service Desk Team Lead will monitor all team performance and provide feedback on team efficiency and incident resolution. Lastly, the IT Service Desk Team Lead will oversee all maintenance and updates on the knowledge base using troubleshooting guidelines and solutions.
Basic Qualifications:
Preferred Qualifications:
Evolver Federal is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver Federal not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.