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

• High School with 3-5 years (or commensurate experience)

Required Skills and Experience

Advanced computer literacy skills

Experience managing remote staff

Experience with ServiceNow or similar ticketing systems

Experience troubleshooting Windows 11, Microsoft 365, computer hardware and iOS mobile devices

Experience using Active Directory in a corporate domain environment, specifically related to account management

Experience with project related tasks

Possess Microsoft Office Specialist : Associate

To earn the Microsoft Office Specialist : Associate certification, pass MO-100 : Microsoft Word (Office 2019) MO-200 : Microsoft Excel (Office 2019) MO-300 : Microsoft PowerPoint (Office 2019)

Clearance Required : Must be able to acquire an Public Trust

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.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here's what you can expect :

During the Interview Process

Virtual video interview conducted via video with the hiring manager and / or team

Camera must be on

A valid photo ID must be presented during each interview

During the Hiring Process

Enhanced Biometrics ID verification screening

Background check, to include :

Criminal history (past 7 years)

Verification of your highest level of education

Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including :

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development platform, to include certification preparation content

Training, Education and Certification Assistance

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Our employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

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.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an "at-will position" and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department / team performance, and market factors.

Posted Salary Range

USD $55,000.00 - USD $62,100.00 / Yr.

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Location US-Remote

ID 2025-6746

Category Information Technology

Position Type Full-Time