Help Desk Lead at Booz Allen Hamilton
Overview
Lead in-depth support and drive problem solving for technology products. Apply cutting edge principles and contribute to developing new ones. Solve complex issues with innovative solutions. Operate with latitude for independent decisions and mentor staff. You Have: 5+ years IT service management Experience with remote desktop management Enterprise device provisioning IT asset tracking ITIL service management principles troubleshooting methodologies ticketing systems JIRA ServiceNow Manage help desk teams implement workflows ensure SLA compliance Lead technical help desk for cloud and on premises TS/SCI clearance Bachelor's degree Requirements: Possession of excellent customer service team leadership incident resolution Master's degree ITIL Foundation Microsoft Certified: Modern Desktop Administrator Association or CompTIA A+ Clearance TS/SCI clearance is required
What You'll Do10
- 1Design and build scalable help desk platforms
- 2Own end-to-end incident resolution processes
- 3Implement automation for ticket routing
- 4Train junior staff on support methodologies
- 5Develop documentation for complex systems
- 6Collaborate with engineering teams on feature requests
- 7Monitor and improve response times
- 8Conduct root cause analysis for recurring issues
- 9Provide training on security best practices
- 10Prepare weekly performance reports
Requirements10
- 15+ years ITIL certification experience
- 2TS/SCI clearance approved
- 3Master's degree ITIL Foundation or equivalent
- 4Microsoft Certified Modern Desktop Administrator
- 5Strong analytical and communication skills
- 6Ability to work independently with minimal supervision
- 7Experience with cloud infrastructure management
- 8Background in cybersecurity protocols
- 9Proven track record of improving SLA compliance
- 10Commitment to diversity and inclusion
Salary Insight
$87 - $198k per year
Location
Required Skills
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