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Full-timeDescriptionSpatial Front, Inc. (SFI), a two-time USAToday Top Workplaces awardee and Washington Top Workplaces honoree, is seeking a Helpdesk Lead to join our team. The ideal candidate will be a Helpdesk Lead to manage and oversee helpdesk operations, ensuring high-quality technical support services for Federal Government program end users. The candidate will have strong leadership skills and experience managing IT support teams. As a valued member of the SFI team, you will play a critical role in delivering mission-critical capabilities to our Federal Government customers.
Key Responsibilities:
- Lead and manage a team of helpdesk analysts, providing direction, coaching, and performance oversight.
- Monitor helpdesk performance metrics, including ticket volume, resolution times, and customer satisfaction.
- Develop and implement helpdesk processes, procedures, and knowledge management practices.
- Escalate and coordinate the resolution of complex technical issues with Tier 3 support teams.
- Produce helpdesk performance reports and briefings for program leadership.
- Manage helpdesk staffing schedules and ensure adequate coverage for support operations.
- Identify trends in support requests and recommend proactive measures to reduce ticket volume.
- Other duties as assigned.
Requirements
- Bachelor's in Information Technology, Computer Science, or related field.
- 5 years of IT support, 3 years of leadership.
- Demonstrated expertise in: Team leadership, ITIL framework, incident management, escalation procedures, and customer service.
- Must be a U.S. Citizen.
- Must possess an active Secret security clearance or be able to obtain one.
Desired Skills:
- HDI Support Center Team Lead or ITIL Foundation certification.
- Experience leading helpdesk teams supporting DoD or federal agency programs.
- Familiarity with ITSM platforms such as ServiceNow or Remedy.
- Experience developing and implementing helpdesk SOPs and knowledge base content.
Additional Information:
- Clearance: Must be a U.S. Citizen with an active Secret security clearance or the ability to obtain one.
- Work Environment: Onsite/Hybrid/Remote as required by the contract.
- This is a full-time, W2 position.
- No agencies, third parties, or Corp-to-Corp submissions.
- Spatial Front Inc. 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, or protected veteran status.
- SFI participates in E-Verify.
