Service Desk Technical Lead

Edgewater Federal Solutions is seeking a dedicated and experienced Technical Lead to join our Help Desk team. In this role, you will be responsible for overseeing the daily operations of the help desk, providing guidance and support to team members, and ensuring exceptional service delivery to our users. You will act as a bridge between technical teams and end-users, fostering a collaborative environment that prioritizes customer satisfaction and effective problem resolution. 

• Lead and mentor a team of help desk technicians, providing training and support to enhance their technical and customer service skills.
• Manage escalated technical issues, ensuring timely resolution and effective communication with users.
• Collaborate with cross-functional teams to identify and implement process improvements that enhance service delivery.
• Monitor help desk performance metrics and provide regular reports to management.
• Develop and maintain documentation for troubleshooting procedures and best practices.
• Other duties as assigned.

• Associates Degree in related field and 2 years related experience. In lieu of a degree, 3 additional years of related experience for a total of 5 years' experience may be substituted.
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q security clearance.
• Proven experience in a technical support or help desk role, with a minimum of 3 years in a leadership position.
• Strong technical knowledge of hardware, software, and networking concepts.
• Excellent communication and interpersonal skills, with the ability to convey technical information to non-technical users.
• Demonstrated problem-solving abilities and a customer-centric approach.
• Proficiency in help desk ticketing systems and remote support tools.
• Two years of PC support, diagnostic/troubleshooting, & repair experience is required.
• Must have a working knowledge of PC operations which include Hardware, network settings, operating system, & MS Office applications.
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
• Ability to type 50 WPM

Desired:

• Experience with ITIL or other service management frameworks.
• Familiarity with project management methodologies.
• Ability to foster a positive team culture and promote professional development.
• Knowledge of emerging technologies and trends in IT support.
• Certification in relevant technical areas (e.g., CompTIA A+, Microsoft Certified Professional).

About Us: 

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2024.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.