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.
• Mentor the Tier I & Tier II techs, in order to increase their overall knowledge.
• Capacity to work independently and effectively while maintaining good team interactions.
• Provide adequate notice for planned absences.

• Must be a U.S citizen.
• Ability to be cleared at the TOP SECRET (TS) or DOE Q level and the ability to maintain clearance throughout the life of the contract.
• Must have a High School diploma/GED and 2 years of related experience.
• Possess two years of PC support, diagnostic/troubleshooting & repair experience is required.
• Must have a working knowledge of PC operations which include: Hardware, network settings, operating system, & MS Office applications.
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
• Ability to type 35 WPM

• Demonstrated experience with Mac Operating Systems and hardware
• Associates Degree or Bachelor’s Degree in Information Technology or related discipline.
• Any Technical Certifications, ie: A+, NET+, ACMT, Microsoft Fundamentals, etc.
• ITIL v4 Foundations Certification.
• Ability to type 50+ WPM
• Experience working with Mac OS and hardware