Service Desk Team Lead, Washington, DC

The Service Desk Team Lead will provide hands-on technical support related to computer systems, hardware, or software. It will require strong technical knowledge and effective on-site and remote communication to both understand problems and explain their solutions. This role will continuously work under the guidance of the IT Manager.

Responsibilities:

– Oversee service desk, ticket triage, and technician training.
– Develop and maintain knowledge base content and tech troubleshooting best practices.
– Act as the first escalation point for tickets.
– Oversee M365 groups, user auditing in various platforms, admin credentials upkeep, and organization with the Systems Analyst.
– Lead asset panda inventory management.
– Coordinate and improve the onboarding/offboarding process with HR and hiring managers.
– Monitor the company’s IT ticketing system.
– Provide tier 1 and 2 (First Call Resolution) support to employees both in-person and remotely.
– Escalate higher-level IT issues to SR Tech members or IT Manager and assist with solutions as needed.
– Research potential software solutions as needed.
– Train end users as necessary on the proper use of IT software and equipment.
– Perform software and hardware installations and maintenance.
– Support new hires with equipment and software purchasing and set-up.
– Identify recurring issues and help create solutions.
– Review and maintain inventory of IT assets.
– Other duties as assigned.

Qualifications:

– Bachelor’s degree preferred.
– Experience using a Helpdesk ticketing system.
– 1-2 years of general IT support experience.
– Strong knowledge of computer systems.
– Strong diagnostic and problem-solving skills.
– Experience troubleshooting Windows, Mac OS, and mobile devices.
– Excellent written and verbal communication skills with the ability to communicate in technical and non-technical language.
– Excellent people skills (outgoing, approachable, motivated to help), including training end-users.
– Ability to work independently or as part of a team.
– Ability to conduct research into various computing issues as required.
– Keen Attention to detail.
– Experience supporting a remote workforce.
– Ability to multi-task and adapt to changes quickly.
– Ability to collaborate across functional teams.
– Must be able to read, write, and speak fluent English

Keywords: Washington DC Jobs, Service Desk Team Lead, Help Desk Ticketing System, Windows, Mac OS, Mobile Devices, Service Desk Technician, Network, Networking, Washington DC Recruiters, Information Technology Jobs, IT Jobs, Washington DC Recruiting

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