Help Desk Team Lead
Company: Disability Solutions
Location: Rockville
Posted on: May 3, 2024
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Job Description:
Job Description Westat is an employee-owned corporation
providing research services to agencies of the U.S. Government, as
well as businesses, foundations, and state and local governments.
Westat's research, technical, and administrative staff of more than
2,000 is located at our headquarters in Rockville, Maryland, near
Washington, DC.Westat is committed to building a diverse workforce
and a culture of inclusivity, belonging and equity for all. We
believe that our greatest strength draws on the different
backgrounds, cultures, perspectives and experiences of our
employees.Job SummaryYou will oversee the Westat Help Desk's daily
operations, ensuring efficient incident management and resolution
to achieve high customer satisfaction through advisory and
technical support. You will set the team's strategic direction and
priorities, optimize workflows to enhance processes, and implement
best practices to improve customer experience.Job
Responsibilities--- Responsible for managing the day-to-day
operations of the Westat Help Desk, including incident and task,
resource, and performance management.--- Collaborate with other IT
groups and colleagues for projects or initiatives involving the
Helpdesk activities.--- Handles escalation of incidents or tasks
and assesses the next steps in communicating with stakeholders or
colleagues.--- Strategically plan to ensure your Team is aligned
with Westat's standards in handling risk and security involving
Helpdesk operations.--- Regularly update processes to keep your
Team aware of the current trends and work with the Manager to raise
awareness and buy-in.--- Analyze and identify trends by reporting
and devising preventive solutions and offer solutions for process
improvement or developing new procedures.--- Gather and analyze
metrics for the Help Desk and other IT groups and provide regular
reports to the Leadership Team.--- Organize training on existing or
new technology to learn about the product and other troubleshooting
techniques.--- Keep abreast of technological advancements, evaluate
new tools and solutions, and recommend improvements or upgrades.---
Setting and monitoring performance goals and metrics of the Help
Desk Team--- Provides coaching and mentoring with your Team members
to achieve their goals and develop their skills further.Basic
Qualifications--- Typically requires a Bachelor's degree in
Information Technology, Computer Science, Communications or a
related field and a minimum of 5 years of experience, including 3
years in a helpdesk capacity; or an equivalent combination of
education and experience.--- Demonstrated leadership skills,
including managing teams and projects.--- Strong problem-solving
skills and decision-making abilities.--- Experience working with
cross-functional teams and stakeholders to drive process
enhancements.--- Proven track record of driving customer
satisfaction and service level improvements.--- Experienced with
Help Desk tools such as AWS /Avaya and ServiceNow.--- Ability to
analyze data and trends to optimize support processes or
operations.Preferred Qualifications--- 3-5 years of experience in a
supervisory or managerial role within a Help Desk or Technical
support environment.--- Experienced in implementing and managing IT
Service Management frameworks.--- Knowledge and experience in
project management or agile methodologies.Other Required
Qualifications--- Demonstrated communication skills---
Collaboration with teams, managers and/or clients--- Organization
skills, including time management ability--- Detail orientedWestat
offers a well-rounded and comprehensive benefits program focused on
wellness and work/life balance. Subject to plan requirements,
employees may participate in:
Keywords: Disability Solutions, Olney , Help Desk Team Lead, Other , Rockville, Maryland
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