Help Desk Lead - Accenture Federal Services
Reston, VA
About the Job
Job Description:
We are seeking a highly skilled and experienced Help Desk Lead to oversee a team of 10-15 resources in a 24x7 operations environment. The ideal candidate will have extensive experience with the deployment and maintenance of the Atlassian Jira suite of products, possess strong communication skills, and have a proven history of supporting direct customer interface.
Responsibilities include:
- Lead and manage a team of 10-15 help desk technicians, ensuring 24x7 operational support.
- Oversee the deployment, configuration, and maintenance of the Atlassian Jira suite of products.
- Provide technical guidance and mentorship to team members.
- Ensure timely and effective resolution of customer support tickets.
- Develop and implement help desk policies and procedures to improve efficiency and customer satisfaction.
- Monitor team performance and provide regular feedback and performance evaluations.
- Collaborate with other departments to ensure seamless support for all IT-related issues.
- Maintain up-to-date knowledge of industry best practices and emerging technologies.
Here's what you need:
- Minimum of 5 years of experience in an advanced IT support role, with at least 2 years in a leadership position.
- Solid foundation in basic networking, application, database, and Linux and Windows operating systems troubleshooting from an end-user perspective.
- Proven experience with the deployment and maintenance of the Atlassian Jira suite of products.
- Strong communication and interpersonal skills.
- Demonstrated ability to manage and lead a team in a 24x7 operations environment.
- Excellent problem-solving and analytical skills.
- Ability to work under pressure and handle multiple tasks simultaneously.
- Strong customer service orientation and a history of supporting direct customer interfaces.
Bonus points if you have:
- ITIL certification or equivalent.
- Experience with other IT service management tools.
- Knowledge of network and server infrastructure.
- Experience with Jira Service Management/Workflows.
- Strong technical skills in networking, application management, database management, and operating system administration.
- Experience with coding (C++, Perl, PowerShell, Java).
- Knowledge/exposure to business analytics tools (Power Automate, Power BI, or Google/Amazon variants).
Security Clearance:
- An active TS/SCI clearance
As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, New York, Washington, and the District of Columbia. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.
Los Angeles County Information Only
If you live in or expect to work from Los Angeles County if hired for this position, please review below for important additional information.
Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed in the job posting, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation. Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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