Information Technology (IT) Service Desk Lead

Washington, DC, United StatesYesterday

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Skills

incident managementit supportitilmachine learningtechnical documentationtroubleshooting

About the role

Halvik Corp delivers a wide range of services to 13 executive agencies and 15 independent agencies. Halvik is a highly successful WOB business with more than 50 prime contracts and 500+ professionals delivering Digital Services, Advanced Analytics, Artificial Intelligence/Machine Learning, Cyber Security and Cutting-Edge Technology across the US Government. Be a part of something special!

Position Overview

Halvik is seeking a candidate who will be responsible for overseeing the day-to-day activities of a service desk operations to ensure end users receive the IT support required. The primary customer requirement and long-term goal to be supported is to manage and maintain a centralized, enterprise service desk to provide IT support and services to an end user community, handling all incidents and service requests, and resolving technical issues.

Core Responsibilities

Managing an incident management system in a performance-based environment, complying with ITIL V4 standards.
Providing expert level experience for the reengineering, setting up, and managing and maintaining the service desk according to industry best practices.

Minimum Requirements

• Education: Minimum AS/AA degree, or equivalent (required); BA/BS degree (preferred)

• Experience: Minimum 6 years of related experience

• Technical Proficiency: Proven ability to:

Provide comprehensive IT service desk support, ensuring continuous and efficient resolution of technical issues.
Manage Tier 1, 2, 3 and VIP level support.
Measure, monitor, and improve customer satisfaction with IT Service Desk services.
Develop and maintain comprehensive support documentation to enhance operational efficiency and service consistency (e.g., SOPs, troubleshooting guides, FAQs, and knowledge articles).

• Certifications: Service Desk Institute (HDI) certified as a HDI Support Manager (preferred)

• Security Clearance: Top Secret

Preferred Expertise

Demonstrated success supporting Federal enterprise help desk / service desk contracts.
Strong technical analysis and troubleshooting capability and skills; ability to escalate complex issues; strong technical documentation skills.
Strong analytical, written, and verbal communication skills, with the ability to translate technical risks and content into terms suitable for executive and government stakeholders.
Ability to work collaboratively with others and contribute to a team environment.

Halvik offers a competitive full benefits package including:

Company-supported medical, dental, vision, life, STD, and LTD insurance

Benefits include 11 federal holidays and PTO

Eligible employees may receive performance-based incentives in recognition of individual and/or team achievements.

401(k) with company matching

Flexible Spending Accounts for commuter, medical, and dependent care expenses

Tuition Assistance

Charitable Contribution matching

Halvik Corp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Halvik's pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.