Service Desk Analyst - SME (Team Lead)

Overview

GovCIO is currently hiring for a Service Desk Analyst – Team Lead to provide first-line technical support to the organization's end-users to resolve issues related to IT hardware and software. The service desk analyst team lead monitors service delivery activities to ensure service level agreements are met and improve customer satisfaction. This position will be fully remote and within the United States.

Responsibilities

• Prepare and present daily SLA reports to the customer
• Develop strategies to tackle on-going issues and mitigate future issues
• Reports all activities and observations to the service desk manager and assists in finding resolutions to all outstanding issues
• Monitor incoming calls and incident tickets for trends
• Maintains accurate records of all service desk related activities
• Coordinate with the customer and other support groups to manage outages and degradations and facilitate communications to staff and end-users
• Oversees training of service desk agent staff
• Collaborate with tier three support groups to establish relationships, prepare for changes and updates to the environment, and gather support documents
• Provides coaching to service desk agents to address performance issues and create clear, attainable goals

Qualifications

Required Skills and Experience

Company Overview

GovCIO is a team of transformers people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability / vets.

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