Help Desk Team Lead

Archimedes Global is currently recruiting a Help Desk Team Lead to join our team in the DC metro region. This position is telework eligible with the ability to work onsite, as required. The selected individual will be responsible for overseeing the day-to-day operations of the Help Desk team, providing technical guidance and support to team members, and ensuring timely resolution of user issues and requests.

The selected individual will:

• Lead and supervise the Help Desk team, including testing, training, and evaluating team members
• Provide technical guidance and support to team members in troubleshooting and resolving user issues and requests
• Ensure tickets and requests are prioritized and assigned appropriately
• Monitor and track team performance to ensure timely and effective resolution of user issues and requests
• Collaborate with other IT teams to identify and implement solutions to recurring issues and improve overall user support experience
• Develop and maintain knowledge base articles and documentation to facilitate self-service and improve first call resolution rate
• Assist in developing and implementing IT policies, procedures, and standards
• Stay current with emerging technologies and industry best practices in IT support and service management

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 8+ years of experience in IT support
• Active Secret security clearance required
• Experience in a team lead or supervisory role in IT support
• Strong technical troubleshooting and problem-solving skills
• Excellent communication and customer service skills

• Experience with IT service management tools such as ServiceNow
• ITIL Foundation certification or equivalent knowledge
• Knowledge of Windows and Mac operating systems

Benefits

Archimedes Global, Inc. is a diversified technology company providing information and engineering solutions to government and businesses worldwide. Archimedes delivers superior results by combining deep domain expertise with technology-enabled innovations. We are proud to offer highly competitive compensation packages and outstanding benefits. If you feel you have what it takes, turn your interest into action & apply now!