Team Leader - Desktop Support

Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as Team Leader – Desktop Support for the NIH IT CSPSS customer service Portfolio that consists of a full range of NIH IT Service Desk and Desktop Support services, IT Training, and related resource services. The NIH IT Service Desk provides technical support to the NIH community via the World Wide Web and phone. The Service Desk receives over a thousand requests for service every business day.

Where issues cannot be resolved in-house, they are assigned to support staff in each of NIH’s ICs. Support cases are assigned and resolved using the NIH IT Service Desk IT Service Management System (ITSM), supported by the CIT Business Application Services (BAS) and the Service Desk’s Automated Call Distribution System administered by CIT Unified Connectivity and Communication (UCC) service area.

Provides managerial oversight to all contractor deskside support services technicians including deskside support services, delivery management and executive services support personnel. Consult in a specific functional area of project. Supports the development of work plans to fulfill government requirements. Support formulation of milestone schedules or other documented plans. Commensurate education and experience. Manage all contractor deskside support services technicians including deskside support services service delivery managers and executive support service personnel.

Key Tasks and Responsibilities

• Provide guidance and act as an escalation point for all issues relating to customer interactions with the Deskside Team
• Act as a service delivery manager, relationship manager for all customers and or support the various technicians, managers and leads in their roles
• Coordinate CIT and NIH wide project efforts and establish relationships with functional teams to provide effective, cost-efficient solutions to customers and or coordinate redeployment of assets or current solutions
• Monitor and promote growth on the deskside team through one-on-one and or team meetings and trainings
• Track progress of individual performances and perform performance reviews and timesheet audits
• Review and approve all requests for leave and coordinate coverage appropriately.
• Manage staff shifts and allocate resources appropriately
• Work closely with the Federal customer to draft policy, procedures and other documentation and presentations as requested
• Monitor Incident and Problem ticket queues to ensure the deskside team is meeting performance and satisfaction metrics. Develop and maintain customer satisfaction metrics
• Implement and promote customer service best practices. Provide oversight of customer ticket queue for users based out of this location and remotely
• Coordinate and balance scheduling special projects with daily duties for desktop technicians
• Provide continuous desktop support process development and improvement
• Coordinate and collaborate with the NIH Service Desk and Knowledge Management

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science or related field
• 3-5 years supporting IT project/IT program operations

Certifications

• Relevant commercial industry certifications for respective supported technologies
• ITIL Foundation certification (V3/V4) (Required to obtain within three months of starting)

Security Clearance

• Ability to pass and obtain government required background investigation

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

• Local travel only to customer site

EOE AA M/F/Vet/Disability