Help Desk Agent Shift Lead (Second Shift)

Company: Accelerated Development & Support Corporation
Location: Bowie
Posted on: April 6, 2021

Job Description:

Help Desk Agent Shift Lead (Second Shift) Location Bowie, MD Job Type Full-time, Contract Salary Salary: $50,000.00 to $80,000.00 /year Help Desk Agent Shift Lead (Second Shift) MD Description Allegient Defense is an SBA 8a certified and a verified Service-Disabled Veteran-Owned Small Business providing technically oriented services from program management to advanced systems integration and engineering. We support Government and prime system integrators with engineering and management expertise. Allegient Defense helps clients with challenging Science & Technology, Engineering Acquisition and Program Management Mission requirements. With a 90% Veteran Hiring rate, our staff quickly embed with clients, identify critical needs, and work relentlessly to accomplish the mission. Allegient Defense is looking to hire an Service Desk Agent Shift Lead to support our client at the Census Bureau in Bowie, MD. 2nd Shift Lead (Tues - Sat 3:00 PM - 11:30 PM) The Enterprise Operations Center Shift Lead will oversee the enterprise operations service desk staff supporting the agencys systems, hybrid cloud infrastructure and its applications. The position will be responsible for monitoring and responding to incidents, escalations, customer service, coordination of all customer related activities including troubleshooting calls and scheduling of operations & maintenance activities. A key duty will be to supplement and enhance the KMS in order to reduce future escalations. Duties & Responsibilities --- Responsible for managing the staff and duties of the assigned shift.--- Serve as service desk escalation support to customers.--- Manage, track, report, process and assign tickets daily and across shifts.--- Provide daily reporting and trending on ticketing.--- Review tickets queues and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).--- Interact other shift leads to ensure continuity of support.--- Support the Enterprise Operations Center Manager to develop and enforce Service Desk policies and procedures.--- Define and classify level, priority and nature of problem, request and/or issue.--- Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.--- Actively manage incident tickets and provide status updates on each ticket per SLA.--- Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.--- Ability to craft technical and professionally written outage notifications and updates to incident stakeholders.--- Support the continuous development of KB articles for use by service desks agents.--- Provide brown-bag and training sessions.--- Coach, mentor and train staff. Requirements --- Direct experience running small to medium service desk (over 5 agents).--- Hands on experience running Linux commands and working with Windows servers (> 5 years).--- ITSM products (i.e. Remedy) INC/ChM/PbM/KMS management experience.--- Excellent written and communication skills required; excellent customer service aptitude.--- Ability to present to executive management incident debriefs and root cause analysis reports.--- Ability to multi-task: manage a conference call and take notes at the same time.--- Must have flexible schedule and be available for on-call support as required.--- Applicant must be a U.S. Citizen, and be able to pass a Public Trust Assessment

Keywords: Accelerated Development & Support Corporation, Bowie , Help Desk Agent Shift Lead (Second Shift), Sales , Bowie, Maryland