Help Desk Lead

Who is Saliense?

Saliense is a growing Management and Technology Consulting Solutions provider based out of Mclean, VA. We work to solve our client’s toughest challenges within the Defense, Civilian, Financial, and Healthcare industries. Our diverse employees support vital missions for government and commercial customers. For more information, visit www.saliense.com.

Why Saliense?

In addition to providing a fun, energetic environment that promotes innovation and personal growth, we offer excellent compensation packages with plenty of opportunities for advancement. We pay 100% of the premiums for employee Healthcare, including medical, dental, and vision. We offer a 401K match, and all company contributions are 100% vested immediately. Since we believe in work-life balance so much, we offer 20 days of paid leave per year. Use it as you need it or use it all at once and go travel for a month! We are proud to offer parental leave.

There are many more - connect with us to get a preview of the full benefits package.

Overview:

As a Senior ACTR Team Lead, you will play a pivotal role in overseeing the efficient functioning of our helpdesk operations. You will lead a team of support technicians, ensuring exceptional customer service and timely resolution of technical issues. This role requires a combination of technical expertise, leadership skills, and a customer-centric approach to problem-solving.

Responsibilities:

Team Leadership:

• Provide leadership, guidance, and mentorship to a team of helpdesk technicians.
• Foster a positive and collaborative team environment conducive to professional growth and development.
• Set clear objectives and performance expectations for team members and conduct regular performance evaluations.

Technical Support:

• Act as an escalation point for complex technical issues, providing expert-level support and troubleshooting assistance.
• Ensure timely resolution of support tickets while maintaining high levels of customer satisfaction.
• Stay updated on industry trends, best practices, and emerging technologies to continually enhance the team's technical capabilities.

Process Improvement:

• Develop and optimize helpdesk procedures and workflows to streamline support operations and enhance efficiency.
• Identify areas for improvement in service delivery and implement solutions to enhance overall performance.
• Collaborate with cross-functional teams to implement changes and enhancements to support systems and tools.

Customer Service Excellence:

• Uphold a customer-centric approach to problem-solving, prioritizing customer satisfaction and feedback.
• Monitor customer feedback and service metrics to identify areas for improvement and implement strategies to enhance the customer experience.
• Act as a liaison between the ACTR helpdesk team and other departments to ensure seamless communication and resolution of customer issues.

Training and Development:

• Coordinate training programs and knowledge sharing sessions to enhance the technical skills and expertise of helpdesk technicians.
• Provide ongoing coaching and support to team members to promote professional growth and development.
• Encourage a culture of continuous learning and improvement within the team.

Soft Skills:

• Strong technical proficiency in troubleshooting hardware, software, and network issues across multiple platforms.
• Excellent interpersonal and communication skills, with the ability to effectively interact with customers and team members at all levels.
• Demonstrated leadership abilities, including the ability to motivate and inspire team members to achieve their goals.
• Experience developing and implementing process improvements to enhance service delivery and efficiency.
• Ability to thrive in a fast-paced, dynamic environment and effectively manage multiple priorities simultaneously.

Education:

Bachelor’s degree from an accredited institution in Computer Science, Engineering, or other IT-related field

Experience:

• Seven (7) years overall NMCI/NGEN related or other DoD networks experience required.
• Experience directly supporting the creation of NMCI orders, MACs and special requests, managing and tracking IT inventory, and installing and administering computer hardware and software
• Three (3) years of that experience shall be in the following areas:
• Operation installation and support.
• Customer service/help-desk related or customer outreach with specific technology skills.
• GOTS/COTS applications specializing in Human Resource, Legal and Financial Management business applications.
• NMCI/NGEN ordering tools such as the Enterprise Information Technology Service Management System (EITSMS) suite.
• At least three (3) years of experience managing technical staff.

Certifications:

• DoD Information Assurance Workforce (IAWF) DoD 8570 IAM Level I qualifications: CAP, CND, Cloud+, GSLC, Security+, HCISPP.
• Must have one of the following ACTIVE Computing Environment (CE) certifications: (Linux+, Server+, AZ-104 Azure Administrator, AZ-204 Azure Developer Associate, AWS Solutions Architect - Associate, AWS DevOps Professional, VMWare Certified Professional (VCP), ServiceNow Certified System Administrator)

Security Clearance:

• Current Secret or current interim Secret clearance.
• Favorably adjudicated National Agency Check with Law and Credit (NACLC) type of background check.

***Saliense Consulting LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.