Help Desk Lead

Location: Fort Belvoir, VA
Date Posted: 04-03-2018
This opportunity is to lead a help desk operations for a call center and ensuring adherence of the team to established processes and procedures. Deep understanding of help desk processes is required. Candidate will be responsible for making sure that all calls for assistance are documented via a ticketing system, and are addressed by the team or escalated within established timeframes. The candidate should continuously look for efficiencies across the team to minimize the amount of time tickets remain open. Candidate should identify team training needs, common incidents, and trends. The role entails gathering metrics from calls and providing status reports to the customer. 


  • Monitoring call volume
  • Meeting regularly with team leads to review outstanding tickets and plans for resolution 
  • Must respond to end-user interactions (calls, emails, self-service tickets, etc.) 
  • Managing development of staff to ensure growth in assigned functional areas  with clients to convey status, trends, issues
    knowledge management databases/tools to and referencing
  • Resolve most issues upon first contact with end-user 
  • Identifying common issues and escalating, recommending alternatives or changes to business process, training materials, knowledge bases, or job aids to reduce the impact 
  • Building an understanding of all of the supported systems and programs 
  • Ensuring help desk is adequately staffed at all times during specific hours                                                                    
  • Bachelor's degree in Computers or related field
  • Top Secret security clearance
  • Must be DoD 8570 IAT II Certified Security+ CE, CCNA Security, SSCP or CySA+
  • Must have leadership experience 
  • Communicating clearly and effectively 
  • Collaborating easily with others 
  • Experience with an IT systems service/help desk 

Our competitive benefits package includes medical and dental coverage, 401k plan with employer contribution, paid holiday, vacation and sick leave, metro-check program, and tuition reimbursement. If you enjoy working with bright, highly motivated people dedicated to excellence, please apply today!

Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.







Talent Acquisition
Nationwide IT Services, Inc. (NIS)
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