Help Desk Team Lead - DirectViz Solutions, LLC

DirectViz Solutions, (DVS) is a rapidly growing government contractor that provides strategic services that meet mission IT needs for government customers. DVS provides innovative information technology solutions to government clients through the knowledge and expertise of our dedicated employees. DVS is an employee-centric employer that provides competitive compensation, comprehensive medical plans, 401k match, PTO accrual, professional development reimbursement, corporate-funded technology certifications, and employee recognition and appreciation programs.

At DVS, we recognize that our employees are our number one resource. If you are a problem-solving people-person, apply today!

Job Summary: We are seeking a Help Desk Team Lead to work on-site in Bethesda, MD. The team lead is responsible for overseeing the day-to-day operations of the help desk team, providing support for end-user computing environments, including basic network services, hardware (desktop computers, laptops, mobile devices), and software (MS Office, Adobe, etc.). The Team Lead works closely with System Engineers and ensures the smooth functioning of support services, guiding help desk specialists and maintaining a high level of service.

Key Responsibilities:

• Oversee and lead the help desk team, ensuring timely and effective support for end users.
• Provide maintenance, support, and administration for desktop, laptop, and mobile devices.
• Troubleshoot and resolve hardware, software, and basic networking issues.
• Collaborate with System Engineers to ensure systems are running efficiently.
• Monitor help desk tickets and ensure timely resolution of all technical issues.
• Mentor and guide team members, fostering an environment of growth and collaboration.
• Maintain and update support documentation and processes.
• Provide training to end users as needed for hardware and software applications.
• Ensure adherence to security protocols and IT best practices.

Minimum Qualifications:

• Bachelor's Degree or equivalent experience.
• At least ten years of IT-related experience, with a minimum of six years in a leadership role in end-user support.
• Strong understanding of end-user computing environments and IT infrastructure.
• One or more of the following certifications: Microsoft Certified Technology Specialist (MCTS), Apple Certified Mac Technician (ACMT), or Apple Certified Support Professional (ACSP).
• Excellent communication, leadership, and problem-solving skills.
• Experience managing help desk operations in a fast-paced environment.

Preferred Qualifications:

• Proven ability to manage a team and handle escalated technical issues.
• Strong organizational skills with the ability to prioritize tasks effectively.
• Knowledge of IT security protocols and best practices.

This role is ideal for a dynamic individual with a passion for technology and leadership, looking to take charge of a help desk team and ensure top-notch end-user support.

Physical and Mental Qualifications:

• Be able to maintain awareness during scheduled working hours.
• Prolonged periods sitting or standing at desk and working on a computer (mouse and keyboard)
• Able to lift up to 15 pounds.
• Excellent verbal and written communication; good command of the English language
• Execute tasks independently and work as a team.
• Learns and memories routine tasks.
• Strong organizational, grammar, business correspondence, and self-management skills
• Candidates must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodation will be provided for employees with disabilities.
• DVS retains the right to change or assign other duties to this position.

DirectViz Solutions, LLC (DVS) is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant for employment because of race, color, sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.

DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.