Job Description: Job Number: R0051360
Help Desk Deputy Team Lead
Supervise a team of Tier I and Tier II technicians in providing help desk services for a DoD client. Ensure the team meets or exceeds contract and performance expectations, defined metrics, and service-level agreements (SLA). Oversee the technical and management escalation of issues in accordance with standard operating procedures (SOP). Provide technical solutions that are highly creative and provide thought leadership and insight. Assign personnel to various operations and direct their activities, review and evaluate their work, and prepare performance reports. Identify performance gaps and act to resolve challenges. Manage stakeholder expectations through direct client interfacing and build relationships across multiple DoD teams and agencies.
3+ years of experience in a help desk technician or help desk leadership role
Experience with the use of IT service management (ITSM) tools and tracking software, including BMC Remedy or ServiceNow
Experience with monitoring or managing a help desk phone queue
Experience with installing, configuring, troubleshooting, and maintaining hardware and software
Experience with working and multi-tasking in a fast-paced work environment
Experience with leading a team of 15+ technicians across multiple sites
Ability to attend weekly meetings, provide technical solutions, and recommend courses of action (COAs)
Ability to create and maintain comprehensive documentation for all troubleshooting procedures and move or replace computer equipment to support office moves and malfunctioning devices, as requested
Active TS/SCI clearance
HS diploma or GED
DoD 8570 IAT Level II Certification, including CompTIA Security+
Experience with leading a team of technicians across multiple sites, monitoring a team's workload, and ensuing proper staffing levels are met
Experience with using Microsoft Office
Experience in interfacing with Tier III teams to escalate and resolve technical issues and incident tickets
Knowledge of network and networking devices
Possession of excellent oral and written communication skills
Possession of excellent interpersonal skills
BA or BS degree in Information Systems or equivalent experience
Computing Environment (CE) Certifications for the operating systems or security-related tools and devices they support, as required
ITIL v3 or ITIL Intermediate Certification
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.
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