Service Desk Tech Lead

Job Summary

Amentum is currently seeking a Service Desk Tech Lead to support an IT Managed Services program for the Department of Energy. The overall program includes a 500+ work force performing Enterprise IT support, Service Desk, and Telecommunications support across multiple facilities and locations. The Service Desk Tech Lead will provide on-site and off-site system monitoring, analytical, and related support services for classified and unclassified telecommunications and information technology (IT) systems for National Technology and Engineering Solutions of Sandia (NTESS).

Responsibilities:

• Serve as a Subject Matter Expert (SME) regarding the Client’s unclassified computing environments, as well as support of specific applications and hardware.
• Be accountable for the performance of the Service Desk front line services: Phones, Chat, Service Requests.
• Be accountable for the day to day activities of the Service Desk and ensure to adjust to volume ensuring a high productivity level of all technicians.
• Ensure proper contacts are made on incidents.
• Review aged tickets and take over if necessary.
• Ensure proper troubleshooting process is followed.
• Participate in Subject Matter Expert (SME) training of new employees. Mentor the Tier I & Tier II techs, in order to increase their overall knowledge.
• Collaborate with management, for providing on the job training for all technicians.
• Escalate service requests to the appropriate IT support team for resolution if the problem cannot be handled within set productivity expectations.
• Effectively use all tools to appropriately diagnose, & whenever possible, repair all customer issues within SLA target time limits.
• Partner with team members to educate with new solutions & assist other technicians when call volume is low.
• Participate and lead team projects as needed.
• Achieve and maintain knowledge of all applicable team procedures.
• Identify technical issues surrounding Incident Management, Knowledge Management, & Problem Management and report to Manager as needed.
• Collaborate with other service provider teams to improve service.
• Analyze content of resolved tickets and promote information to knowledge-base articles as appropriate.
• Appropriately document all required information into all environments.
• Consistently meet required productivity expectations, including Commodities Services & Projects team metrics.
• Provide customer with regular communication regarding status of trouble tickets.
• Successfully resolve more complex hardware and software problems.
• Perform system monitoring and verify the integrity and availability of hardware, network, and server resources and systems. Maintaining effective and efficient adherence to the Event Management Process.
• Review system and application logs and verify completion of scheduled jobs, including system backups. Analyze network and server resource consumption and control user access.
• Enhance existing process and procedures, observe and control the status and performance of system components, servers, and network facilities.
• Answer incoming problem calls from customer and internal sites and resolves associated tickets. Write incidents reports & document events.

• Must be a U.S citizen.
• Ability to be cleared at the TOP SECRET (TS) or DOE Q/L level and the ability to maintain clearance throughout the life of the contract.
• Must have an Associates Degree and 2 years of related experience or High School diploma/GED and 6 years of related experience.
• Possess two+ years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including a solid working knowledge of PC operations including hardware, operating systems and network settings.
• Proven experience of having provided the highest quality of customer service in a fast-paced IT service environment.
• Demonstrated experience with equipment & software installation & upgrades.

• Active Clearance at the TS or DOE L/Q level is preferred.
• IT Certifications to include CompTia, Microsoft or Apple Certifications.
• Associate degree or Bachelor’s Degree in Computer Science, Information Systems, etc.