Openings

JOB SUMMARY:  We are currently looking for an ITIL certified Helpdesk Team Lead to support the National Gallery of Art. Candidate MUST be flexible and available when after-hours remote and/or offsite support for emergencies is required.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide day-to-day oversight of daily helpdesk activities to ensure incidents, requests, and escalations are assigned in a timely fashion.
• Prioritize tickets and allocate resources to confirm an appropriate resolution for customers.
• Provide guidance regarding daily ticket updates to promote customer communications.
• Ensure the team meets all customer expectations using metrics to improve customer service and helpdesk processes.
• Support the User Services Manager in providing direction, and assistance to the Helpdesk Team while ensuring they are providing outstanding customer support.
• Work with Project Manager in coordinating and scheduling Helpdesk technician work to accommodate desk side and phone support for the entire organization while meeting special projects timeline.
• Proactively identify opportunities to optimize and enhance Helpdesk services, support, and new technology adoption.
• Serve as subject matter expert and escalation point to personnel in the Helpdesk support team.
• Maintain both the ticketing system (ServiceNow) and knowledge base to ensure accuracy.
• Measure and report on service delivery performance metrics including customer satisfaction follow ups, request, and incident ticket statistics via ServiceNow.
• Manage the life cycle of all issues, primary objective are: to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.
• Escalate higher priority issues to System Administrator, Network Administrator, Network Team, and/or Operations for in-depth analysis.
• Train Helpdesk staff with new internal processes and procedures.
• Support projects using project management tools

Required Skills:

• Bachelor's degree or 10 years' work experience in a related field.
• At least five (5) years of progressive IT experience, to include three (3) at a complex organization.
• Expertise of ServiceNow ticketing system for tracking and resolving both incidents and requests opened by user calls.
• Experience in installing and troubleshooting OA systems in user organizations.
• Ability to stay current with evolving IT technology, e.g., Endpoint management tools (e.g., Ivanti, JAMF, SmartDeploy, etc.), network and wireless connectivity, latest software releases, etc.
• Ability to measure effectiveness of customer service and make adjustments in service to increase user satisfaction.
• Ability to manage competing priorities with little direction.
• Knowledge of Microsoft and Apple office automation environments (hardware, software and tools) and evolving trends.

• ITIL certified and proven track record of applying it to Helpdesk Operations