Service Desk Lead - S2i2 Inc

Title: Service Desk Lead

Location: Washington, DC

Description

S2i2 is currently seeking a motivated and experienced Service Desk Lead to oversee and manage the day-to-day operations of the Service Desk team. The Service Desk Lead will be responsible
for ensuring timely and effective technical support, providing leadership to support staff, and working closely with IT teams to ensure high-quality service delivery. The ideal candidate will have strong technical knowledge, excellent problem-solving skills, and a proven ability to lead and mentor a team.

Responsibilities:
• Provide recommendations of functional and technical requirements for new Service Desk projects.

• requirements R Install, configure, and maintain ServiceNow and ServiceNow packages.

• Provide recommendations of functional and technical requirements for new Service Desk projects.

• Troubleshoot and resolve basic to complex issues and in cases where an issue cannot be resolved remotely, deliver troubleshooting steps and recommendations to Tier 2 or/and Tier
3 support team.

• Manage efforts using formal project management tools, IT Service Management methodologies, and standards.

Experience and Certification Requirements:
• 15 years of relevant experience
• Project Management Professional (PMP) / Agile PM
• CompTIA A+ within 6 months of onboarding
• HDI-CSR, Microsoft 365: Modern Desktop Administrator Associate, OR ITIL 4+ Foundation Certification
• Experience in managing Service Desk Operations - day to day operations.
• Experiencing meeting and exceeding Service Desk SLAs
• Experience leading a team responsible for addressing tickets in ServiceNow preferred

• Support to achieve professional certifications and degrees
• Leadership that is accessible to all employees
• Regular company updates including "Ed Talks" with the CEO
• Client networking social engagements
• Monthly team-building activities (past examples: Top Golf)
• Supporting our community - including veterans