Job Listing Description

Lead Help Desk Customer Support Analyst

PDS Tech, Inc. is seeking a Lead Help Desk Customer Support Analyst, in McLean ,VA.

Note: 7 Months Contract-To-Hire. Must have Active Secret or Top Secret Clearance.

 Roles and Responsibilities: 

• Lead a team providing 24x7 Tier III technical support and Tier IV COTS/third-party support to CA Tier I and II Service Desk personnel 
• Implement and maintain help desk SOPs based on ITIL-based incident and problem management processes 
• Ensure staff is trained and knowledgeable based on establish SOPs 
• Ensure all Tier III and Tier IV corrective actions are tracked, managed, and reported weekly 
• Generate requested SLA reports and weekly Operations Status Report 
• Conduct periodic lessons learned sessions, collaboratively with Tier I and II representatives, to analyze trends and root causes, report on incident escalation, continuously improve Service Desk performance and provide training to reduce escalation

Contact: Sana. Email:, Direct Dial: 314-665-2124
Basic Qualifications: To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below:
• Bachelor’s Degree in a Computer Science or related field and 10 years of experience.
• A minimum of 3 years of experience managing Service Desk operations in accordance with establish SLAs and service objectives
• Experience with ITIL-based incident and problem management processes including escalation based on incident urgency, impact, and associated priority.
• Experience using BMC Remedy to manage incident and problem management
• Ability to use tools provided to generate accurate service desk performance reports
• Excellent communication skills, both verbal and written
• Must have a current, Secret (or higher) clearance. Interim clearance my be considered.

Preferred Qualifications: Candidates with these desired skills will be given preferential consideration:
• Formal Training in BMC Remedy
• Experience working in an agile software development environment
• Experience using engineering environments and tools that support agile development, such as JIRA, Confluence, and IBM CLM tools
• ITIL Foundations Certification
Job Number: 1810096037
Job Location: Mc Lean, VA
Duration: 7 months
Input Date: 01/09/2019
Attention: Sana Khan
Address: 1215 FERN RIDGE PKWY STE 231
City, State: ST LOUIS, MO 63141
Phone: 314/628-9143
800 Phone: 800/472-3737
Fax Phone: 314/628-9485

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