Help Desk Lead I - Night

Leads a team in the adherence to planning, policies, and practices. Manages the team while overseeing the daily operation of the Help Desk.  Responsible for personnel management, including mentoring of junior team members, daily supervision and assigning of tasks, and providing key input to annual employee evaluations of team members.  Manages the team calendar, scheduling of meetings and evaluations, and required reporting.  

• Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.
• Responsible for scheduling and coordinating all team meetings and events. Provides approval for team member leave requests.  
• Evaluates and assesses service delivery performance metrics and conducts surveys of clients to weigh the level of service delivery in the company.  
• Keeps record of daily operations at the help desk for tracking of customer needs, services rendered and future reference.
• Involved in the hiring process for new Help Desk Specialists. Participates in the interviewing process and provides feedback to the hiring manager for candidate selection.  
• Participates in planning team member annual reviews and evaluations.
• Acts as initial point of escalation for all customer issues and questions if they cannot be triaged by a Help Desk Specialist.  
• Participates in implementing corrective action plans for team members. 
• Oversees training plan, and participates in training of new team members.
• Ensures Service Level Agreements (SLAs) are met. Addresses customer inquiries via phone and/or ticket system if there is a backlog.
• Works hours are 11P-8A.

Minimum Qualifications

• Bachelor’s Degree (May be substituted with equivalent experience)
• HDI Support Center Team Lead Certified a plus
• 3-5 years of experience as a Customer Service Representative or Help Desk Operator.  0-2 years of management experience.  

Other Job Specific Skills

• Must be detail oriented, as well as able to work well with others.
• Must demonstrate leadership skills including organizing, planning, scheduling, and coordinating workloads to meet established deadlines.  
• Ability to resolve difficult and diverse technical and management issues.
• Ability to work well under pressure.  
• Must be knowledgeable about service desk systems and IT tools.  
• Must have good judgement in handling serious customer problems.  
• Knowledge of ITIL framework and processes
• Prior military experience or knowledge and experience with Federal Government Civilian workforce is a plus.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.