Abacus Technology is seeking a Service Desk Lead to guide a technical support team providing front line support for end users at the US Mint. This is a full-time position.
15+ years experience in an IT service desk environment. Bachelor’s degree in a related field. Must be PMP and Agile certified. Must hold at least one of the following certifications: HDI-CSR, Microsoft 365: Modern Desktop Administrator Associate, and/or ITIL v4 Foundations. Must be A+ certified or able to obtain the certification within 6 months of start date. Experience managing a tiered help desk providing enterprise level IT support. Experience supporting a geographically dispersed organization desired. Knowledge of service level agreements, tracking metrics, identifying trends, and providing deliverables. Must have extensive experience with desktop and server hardware and operating systems. Experience with ServiceNow preferred. Experience with application support for MS Office, COTS, and proprietary applications. Familiar with diagnostic utilities. Must have solid relationship management and performance management skills. Able to motivate and direct staff members and subordinates. Able to effectively prioritize and execute tasks in a high-pressure environment. Excellent communication skills and the ability to manage customer and other stakeholder expectations. Must be a US citizen.
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
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