IT Support Lead 17-028

Location:McLean, VA
Benefits:Excellent Benefits on Day One!
Employment Type:Full Time
Department:210 - Information Technology

The Service Desk Supervisor is responsible for day-to-day oversight of the help desk operations and personnel ensuring established processes and procedures are followed for computer and network operation in support of end user business tasks. This includes receiving, prioritizing, documenting, actively resolving and escalating end user technology service requests. Problem resolution may involve the use of diagnostic and service request tracking tools, as well providing in-person, hands-on help at all business system levels. This position will be responsible for administering, maintaining and tracking tickets within the current ticketing system and ensuring SLA is met for customers.

  • Establish, enforce and document policy, procedures and SLAs related to service desk responsibilities.

  • Oversees ticketing requests, routing and adherence to established SLA levels.

  • Identifies trends to identify missing processes or issues requiring solutions.

  • Assumes responsibility for results of assigned projects and coordination with outside vendors in accordance with company standards and desired results as set by management.

  • Maintain a solutions database within the service desk team.

  • Train and provide guidance for junior team members.

  • Stay abreast of industry standards, trends, emerging and innovative technologies for end user computing.

  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.

  • Participate in planning sessions for new system deployment and facilitate training for new systems.

  • Keeps abreast of current industry trends and practices to recommend solutions based on the Company\'s needs.

  • Participates in planning of end user computing technologies, training, patch remediation, testing and coordination of the service desk responsibilities.

  • Coordination of application deployments with the service desk team.

  • Participate in sessions to set user standards for hardware and software.

  • Monitoring of ticketing, call and email queues to ensure proper day to day operations of the service desk team.

  • Provides regular (weekly\\monthly) summary of issues affecting the users to IT management.

  • Establish and enforce asset management within service desktop team and related hardware.

  • Also contributes some to desktop support, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

  • Identify and learn appropriate software and hardware used and supported by the organization.

  • Acts as a delegate of the IT Services Manager.

  • Other duties as needed by the department.

  • Knowledge of basic computer hardware, including switches, routers, printers, desktops, laptops, monitors, telephones and cell phones.

  • Experience with desktop operating systems, including IOS, Windows OS.

  • Experience with service desk ticketing systems, routing and workflows.

  • Ability to lead a team in daily operations.

  • Working knowledge of a range of diagnostic utilities.

  • Strong written and verbal communication skills.

  • Strong documentation skills.

  • Strong interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

  • Strong attention to detail.

  • Ability to multi-task and work in a fast paced environment.

  • Top Secret SCI preferred

  • Due to ITAR restrictions, US Citizenship is required.


  • Bachelor\'s Degree in computer related field preferred or 3 years of equivalent work experience

  • 4+ years in service desk/help desk role

  • ITIL certification is a plus.

  • 3+ years of experience configuring and maintaining; tablets, mobile devices, desktops, laptops, and other various end user computing devices.

  • 3+ years of experience installing, configuring, troubleshooting and/or maintaining; Windows Operating Systems, Microsoft Office Suite (Office 365 a plus), VPN clients, Citrix/RDP, and WebEx.

  • 3+ years of experience with Active Directory, SCCM, O365/Exchange Administration, ShoreTel Administration, Dell Active Roles, and AD Group Policy.


Iridium is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity or status as a protected veteran. EOE of Minorities/Females/Vets/Disability and other protected categories.


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