Service Desk/Desktop Lead

Overview
Abacus Technology is seeking a Service Desk/Desktop Lead to oversee a team of help desk and desktop support technicians providing enterprise level support for the US Military Training Mission (USMTM). This is a full-time position located in Saudi Arabia.

Responsibilities

• Oversee the help desk and coordinate with desktop support lead/technicians to ensure that end users are receiving the appropriate assistance.
• Manage the processing of incoming calls to the help desk, via telephone and e-mail, to ensure courteous, timely, and effective resolution of end user issues.
• Manage all procedures related to the identification, prioritization, and resolution of end-user help requests, including the monitoring, tracking, and coordination of all support functions.
• Serve as the first escalation point of contact for difficult or unknown issues and customer complaints.
• Enforce pre-established help desk service levels agreements (SLA) to ensure that incident resolution expectations and timeframes are met.
• Provide various KPI (key performance indicators) to upper management.
• Analyze performance of help desk activities to identify areas and processes that can be improved to better customer satisfaction (e.g., reduced resolution times).
• Monitor fixes to ensure problems have been adequately resolved.
• Identify, recommend, develop, and maintain a knowledge base (KB) library, How to … sheets, user guides, FAQ lists, and training programs to increase the computer literacy and self-sufficiency of both technicians and end-users.
• Conduct research on emerging products, services, protocols, and standards in support of the help desk.
• Create, track, and update SharePoint change records for network change requests (CRs) and facilitate the collaboration efforts between multiple IT and J-doc departments and personnel.
• Provide written and verbal status updates to upper management on all local network change requests.
• Perform scheduled department feedback sessions and periodic reviews with upper management.
• Oversee the development, implementation, and administration of help desk staff training procedures and policies.
• Oversee personnel schedule and on-call duties to ensure proper manning levels for mission completion.
• Provide counseling and, when appropriate, document and apply disciplinary actions to supervised personnel.

Qualifications
3-5 years of experience in a technical support role. Bachelor's degree and work-related certifications such as ITIL or Help Desk Institute (HDI) are preferred, but can be substituted with, at least, 4-5 years' experience in a help desk lead or management role. Must be CompTIA Security+ CE certified. Related certifications such as A+, Network+, MCSA, and/or MCITP are a plus. Extensive experience with desktop and server hardware (Dell/HP) and MS Windows operating systems (OS). Experience with application support for MS Office, COTS, and proprietary applications. Familiarity with various diagnostic utilities is a plus. Must have demonstrated progressive experience in the management of a technical support team. Proven track record of developing and providing Service Level Agreements and Help Desk deliverables. Must have solid relationship management and performance management skills. Able to motivate and direct staff members and subordinates. Exceptional written and oral communication skills. Solid customer service skills, including good communication and the ability to demonstrate professionalism on a consistent basis. Able to effectively prioritize and execute tasks in a high-pressure environment. Must be able to track and analyze trends in help desk tickets to quickly identify potential problems, so as to set into motion the Problem Management processes. Must have a valid US driver's license and be willing to live and work overseas. Must be a US citizen and hold a current and active DoD Secret Clearance.

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.
EOE/M/F/Vet/Disabled