Tier II Service Desk Lead Analyst | REMOTE

at  Dignari

Dignari is a forward-thinking, human-centered, emerging technology and analytics company that builds solutions to transform business. We’re a woman owned company where diversity is applauded and success is celebrated.
We are seeking a Tier II Service Desk Lead Analyst to join our expanding business. The role will support Dignari’s work with DHS HQ and the Identity Systems Branch (ISB).

• Responsible for the effective operation of the Tier II Operations Service Desk and timely resolution of all IT tickets.
• Supervise a team of 7-10 Tier II service desk administrators
• Daily availability and primary contact for all Tier II Systems Administrators during business hours.
• Entirely timely and effective issue and ticket resolution per the contractual requirements for response and resolution
• Maintain and continually update SOPs and Knowledge Base repositories to improve operations
• Ownership and accountability of the Service Desk board.
• Serve as escalation point for Tier II Operations Support Analysts.
• Decision making for team and overall client satisfaction.
• Update escalations and business owners on any potential high-level issues.
• Assist with the implementation of IT projects and initiatives, develops projects, plans and manages through completion.
• Maintains quality service by assisting in establishment and enforcement of Service Desk standards, policies, and procedures.
• Provide technical service desk to customers calling the Service Support Desk (i.e., Help Desk) to resolve problems or issues with application access.
• Other duties as assigned.