The Help Desk Lead will manage and coordinate Tier I, II, and III support for a 3,200+ user environment. This role requires strong leadership skills, hands-on technical knowledge, and proven experience managing Service Desk operations in a mission-critical environment.

Responsibilities:

• Lead and supervise help desk teams providing Tier I/II/III support.
• Oversee service desk operations, ticket resolution, and escalation management.
• Manage asset management and ensure proper inventory control.
• Provide quality assurance by monitoring customer satisfaction, complaints, and issue resolution.
• Serve as the government-facing lead for help desk operations.

Qualifications:

• Bachelor's degree in IT, Computer Science, or related discipline.
• 5 to 8 years of IT support and management experience, including 3 to 5 years in a supervisory role.
• ITIL 4 certification.
• Additional certifications such as CompTIA A+, MCSE, or HDI certification preferred.
• Expert knowledge of ServiceNow.
• Strong communication and presentation skills, including experience briefing senior government officials.

Important Notice:

This role is part of a proposal for the United States Capitol Police. Hiring is contingent upon the selection of the consultant. Selected candidates will be included in the proposal and must authorize the use of their resume for submission.