IT Service Desk Team Lead

JOB NUMBER: 1531 | LOCATION: Bethesda, MD | CLEARANCE/ACCESS LEVEL: Public Trust

AMDEX.ai The Art of Data Science

We are a seasoned Full-spectrum data solutions firm. We deliver insights, strategies, data analytics, and technical expertise to accelerate data modernization. We specialize in data sciences and cloud solutions, application development and maintenance, program management, and health IT operations leveraging experience and trusted talent to solve the federal government's most pressing business and technical challenges. Without you, it's just data.

The Service Desk Team Lead will oversee service desk issues of all tiers and provide hands-on Tier 3 support on-site for our NIH client. Will oversee the resolution of complex technical challenges, conduct in-depth root cause analyses, and develop custom solutions. The Team Lead will maintain standard operating procedure documentation and contribute to the ongoing optimization of the IT environment while providing essential leadership and guidance to the team.

Responsibilities:

• Coordinate activities between Tier 1, Tier 2, and Tier 3 support. Oversee incident triage, ensure proper escalations, and facilitate efficient incident management. Actively engage in ticket resolution, when necessary, especially during peak workloads, complex incidents, or staff shortages. Update ServiceNow records on a daily basis, prioritize team's tickets, and ensure relevant tickets are escalated, resolved, and communication is documented.

• Manage incident escalations, ensuring timely resolution and communication with end-user. Update ServiceNow records on a daily basis and ensure relevant tickets are escalated, resolved, and communication is documented. Ensure reports are run on a weekly basis and look for ways to ensure consistent improvement.

• Monitor team performance, provide regular feedback, and identify training needs. Generate reports on team efficiency and incident resolution times. Performance reports highlighting team strengths, areas for improvement, and training recommendations.

• Oversee the maintenance and update of the knowledge base, ensuring it contains accurate troubleshooting procedures and solutions for common issues. Updated knowledge base with comprehensive troubleshooting guides and solutions.

Requirements:

• Bachelor's degree in information technology, or equivalent training/certifications and experience. 2-4 years of experience leading a Service Desk function. 5-7 years of experience providing Tier 3 support.

• Expertise in troubleshooting Microsoft Office 365, Windows Servers, and Mac OS.

• Experience with Active Directory, Azure DevOps, Microsoft 365 applications, Microsoft Remote Desktop and ServiceNow, and tools such as PowerShell.

AMDEX Corporation offers a competitive salary package and attractive benefits package.

• Medical | Dental | Vision (Base plan employee premiums 100% company paid)

• Supplemental Health Plans

• Employer Paid Life and Disability Insurance, STD and LTD

• Employee Assistance Plan and Employee Discounts

• 11 Federal Holidays | PTO accrual with carryover

• 401(k) Plan with company match | Flexible Spending Accounts: Medical, Dependent, Transit

• Tuition Reimbursement & Training Assistance

EOE M/F/D/V