Manager - Help Desk Tier II & III Team Lead

Help Desk Tier II & III Team Lead

Fort Belvoir, VA

Must:

Active DoD Secret clearance required

Experienced Help Desk / IT Support Team Lead

8+ years of experiencing in desk side support, help desk or IT Support roles

4+ years of experience Leading teams of 8+ IT support team members

Strong process oriented and custom service focus

Experience managing and supporting the Remedy Ticketing system or similar

Must have excellent communication skills (oral and writing)

Experience with Windows 10 Operating Systems and Office 2013

Experience with Microsoft SCCM and perform imaging of desktop machines

Experience working with virtual infrastructure (i.e. VMWare) strongly desired

Excellent communications both written and verbal skills

Strong attention to detail

Excellent customer service skills over the phone, in person and via email

Ability to interact with Senior Government Leadership in an professional manner

Current CompTIA Security+ CE required

Bachelor's Degree is a plus

Duties:

The ideal candidate will operate as a player coach and provide leadership to the technical support teams for all Tier II and Tier III network, hardware, and software support

Oversee escalated calls and ticket issues

Help to improve processes to improve overall experience for DoD client and their customers as well as the team

Respond to customer trouble requests and problem calls received by telephone, email, or generated from the Remedy ticketing system

Resolve customer issues using automated remote control software or other remote tools where possible

Provide support to individuals at users workstations and docking stations with direct hands-on troubleshooting and repair services for both hardware and software issues

Install, upgrade, support, and troubleshoot printers, computer hardware, Windows 10 OS, Office 2013 and other authorized desktop applications and peripheral equipment

Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties

Responsible for monitoring, operating, managing, troubleshooting, and restoring service to client personal computers (PCs) or laptops that have authorized access to the network

Escalate the issue/problem to proper Tier 3 Support team members when the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral

Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability.