The Customer Support Desk Lead manages staff to ensure successful daily operations, high performance and productivity and customer satisfaction.

Responsibilities:

• 
  Manage day-to-day Help Desk functions and activities
• Manage the help desk ticketing system via the ServiceNow tool
• Manage high-level customer complaints and provide immediate resolution
• Provide oversight for Executive Communications support
• Provide oversight for VTC support activities
• Oversee issuance of IT equipment
• Oversee troubleshooting and installation of IT equipment
• Support VIP / Executive Staff site visits
• Support USSPACECOM exercises and schedule accordingly
• Ensure subordinates maintain required certifications
• Communicate employee expectations, conduct performance reviews, deliver performance evaluations, and follow the disciplinary process according to company policy
• Interview job candidates and provide leadership with feedback/recommendations
• Collaborate with Human Relations (HR) Dept as necessary
• Support HR with the onboarding process
• Perform safety inspections and ensure staff follows required procedures to prevent hazards
• Direct and mentor Customer Support Technicians (CSTs)
• Engage relevant functional and technical teams for assistance when necessary
• Schedule personnel based on initiatives and prioritization
• Coordinate staff vacation schedules
• Cross-train staff to support specific roles and surge activities
• Cross-train staff with the ability to support Executive Comms, CSD, and JOC functions
• Provide status reports, metrics and trending reports to the Service Management Lead
• Ensure staff has proper access to areas within the facility
• Ensure staff follow corporate policies

Requirements:

• 
  TS Security Clearance with eligibility for SCI
• Bachelor’s Degree from an accredited university in Information Technology, Computer Science or Management
• Security+ (SEC+) Certification or equivalent
• At least three (3) years of government contracting or equivalent experience required
• Must have experience interacting with technical and business stakeholders
• Top-notch written and interpersonal skills
• Good client management skills
• Well-developed arbitration skills with the ability to remain impartial
• Ability to multi-task
• Proven experience in a managerial or supervisory role

Preferred:

• 
  Military and/or government experience
• Experience with ServiceNow
• ITIL certification
• Project Management Professional (PMP) or Certified Associate Project Management (CAPM) certification