Help Desk Lead

SMS Data Products Group, Inc. is seeking a Help Desk Lead on the C4 contract at Kirtland AFB in support of the 377th Comm Squadron.

Since 1976, SMS has specialized in modernizing legacy IT and sustaining complex enterprise environments for federal agencies. With the goal of building long-term partnerships with our customers, we invest in our employees by providing the training, tools, and support they need to keep critical missions operational, improve performance, and reduce risk. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. For additional information on SMS, visit www.sms.com.

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Job Responsibilities

• Provides technical support, direction, supervision, and leadership to members of the help desk team. The help desk team is comprised of both a day shift and after-hours shift members.
• Responsible for all aspects of maintaining these positions, and the individuals in these positions, including the duties of interviewing, scheduling, ensuring shift coverage, work assignment and prioritization, setting work center expectations, performance management, and disciplinary actions.
• Provide competent and friendly customer support on every interaction.
• Monitor and track all open tickets to ensure compliance with contractual requirements while providing updates to customers and leadership as required.
• Address customer feedback surveys. Support special projects, VIPs, and other assignments as needed, respond to shift emergencies on a 24/7 basis.
• Compile and communicate required metrics and notable tasks to leadership.
• Attend regular meetings with external support teams.
• Socialize, document, and coordinate notable information between external support teams and local leadership.

Experience/Skills

* Ability to manage technicians in a fast paced and highly visible call center while serving as the Subject Matter Expert (SME) (Tier I