Siemens Government Technologies’ (SGT) IT organization is looking for a highly motivated Service Desk Lead with a strong technical background, excellent communication and leadership skills, and a passion for customer service. As the Service Desk Lead, you will be responsible for managing a team of support specialists, troubleshooting technical issues, collaborating with the subject matter experts in the IT functional groups, and ensuring that all requests are resolved in line with SLAs in a professional manner.
•Lead a team of support specialists, including assigning tasks, providing coaching, and mentoring, and conducting performance reviews
•Respond to support requests from employees, customers, and vendors, and ensure that all requests are resolved within established SLAs
•Troubleshoot technical issues related to hardware, software, and networking, and escalate complex issues to senior IT staff as needed
•Monitor incoming service desk tickets to understand broad trends and identify dependencies that individual agents can’t see when working on an individual ticket
•Customer satisfaction and addressing negative feedback that customers may raise through the post-ticket satisfaction survey
•Develop and maintain documentation for support procedures, including user guides, training materials, and knowledge base articles
•Collaborate with IT team members to ensure that support requests are resolved in a timely and efficient manner
•Identify opportunities to improve the quality and efficiency of the support process, and implement best practices and process improvements as needed
•Monitor key performance indicators related to the support process, and provide regular reports to senior IT staff
•Minimum of 5 years of experience in a service/help desk or technical support role, with at least 2 years of experience in a leadership role
•Strong technical skills related to hardware, software, and networking, including experience with Windows, Microsoft 365/Office 365, SaaS/IaaS/hybrid/on-premises systems, and remote support tools
•Administering, managing, and optimizing ITSM solutions
•Zscaler and Okta experience is a plus
•Excellent communication skills, with the ability to explain technical issues to non-technical users in a clear and concise manner
•Proven leadership skills, with the ability to motivate and mentor a team of support specialists
•Experience with ITIL or other IT service management frameworks is a plus
•Bachelor's degree in computer science, Information Systems, or a related field Relevant technical certifications (e.g., CompTIA A+, Network+, etc.) are a plus
•Reston, VA and Crystal City in Arlington, VA
•Candidate must be a United States Citizen with the ability to obtain and maintain a U.S. Government Security Clearance.
Organization: Country Functions & Departments
Company: Siemens Government Technologies, Inc.
Experience Level: Mid-level Professional
Full / Part time: Full-time
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