JOB DESCRIPTION

If you are ready for a new and exciting career, come join our team! BAE Systems is seeking a Helpdesk Lead to provide support to our government customer on an upcoming opportunity.
The Help Desk Lead who will be responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III, (e.g., Tier I (phone and e-mail), Tier II (on-site, floor), Tier III (advanced hardware and software break/fix)), and Asset Management.
The Help Desk Lead shall lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services. The Service Desk Manager shall provide support to a customer base of over 3,200 users in a high-profile environment.
The Help Desk Lead is required to be onsite at government building in downtown Washington, DC five (5) days per week.

REQUIRED EDUCATION, EXPERIENCE, & SKILLS

Must possess the following:

• Information Technology Infrastructure Library V4 (ITIL 4) certification.
• Minimum of 5-8 years’ overall experience with increasing responsibilities in information systems management.
• 3-5 years supervisory experience
• A bachelor’s degree in computer science, Engineering, Information Systems, Business, or other relevant discipline or related field
• Industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent
• Working knowledge of ServiceNow
• Experience in a quality assurance environment that includes, at a minimum, knowledge of: customer satisfaction tracking; user complaint and monitoring programs; and quality control programs
• Excellent written and verbal communication skills, including experience in presenting material to senior Government officials
• Proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors)

Please refer the Job description for details