Virtual Service Desk Shift Lead

Responsibilities:

• Plan, direct, and coordinate IT systems support activities, programs, and projects, applying analytic techniques to evaluate objectives.
• Oversee queue and escalation management to follow standard operating procedures for incidents, and support knowledge database maintenance.

Qualifications:

• Requires a Public Trust Clearance, ITILv4 Foundation Certification (within 120 days), and 4-7 years of experience with an associate's degree or equivalent.
• Must have proven ability to work independently in a remote environment and communicate effectively in oral and written forms.

Physical Requirements:

• The role requires maintaining a secure home workspace and appearing on camera for video meetings.
• The employee must be able to view computer screens and sit for long periods, with no travel required.