Key Concepts is looking to hire a motivated customer service- oriented technical support team lead to work at our government clients site in Washington DC. The position is responsible hands-on technical support, overseeing and management of a team of 8+ tier III technicians. Candidate must have strong verbal and written communication skills and will be responsible for all aspects of the day-to-day operations. The primary job location is in Washington DC, but temporary service may be required in Beltsville MD, Riverdale MD, or Alexandria VA

Responsibilities

• Handles end-users’ issues or requests with professional and customer first attitude at all times
• Functions as a lead for the tier III team by directing workflow and helping to resolve issues, to include incident, request and change management
• Perform vulnerability remediation, reporting, and follow-up
• Participate in planning, preparation and execution of IT projects
• Function as SME for internal escalations from Tiers 2 and 3 staff
• Monitor queue and distributes escalations as appropriate.
• Hold weekly meetings w/the team to discuss upcoming events and/or address outstanding issues
• Responds and addresses escalations from Tier 2, Government Leads, COR etc.
• Disables agency accounts
• Responsible for Server/Data management: performs monitoring, alerts and reporting of servers’ available disk space and remediates as needed, print server management, DHCP management, and data restore
• Performs and responsible for AD health, management, reporting, computer and user objects auditing/management
• Performs and responsible for the auditing and management of shared mailbox/DLs/resource accounts/etc.
• Responsible for adherence to schedules, maintain staff morale, training and development of staff, goal setting, and team building.
• Maintain and exceed SLA compliance
• Ability to diligently follow and enforce the internal service delivery requirements for proper ticket documentation and customer contact attempts within the BMC Remedy ticketing system.
• Other duties as assigned

Knowledge and Experience

• Excellent customers service skills, and superior ability in problem solving and critical thinking. Must have hands on experience in troubleshooting and resolving IT issues on desktops/laptops, Windows 10, MAC OS 10.12 and newer, O365 applications, Adobe Acrobat DC Pro , Active Directory, Wireless Devices support, LAN/WAN support, Video Teleconferencing support, VPN support, Virtual Desktop Interfaces support, Network and MPS Printers, Cisco Jabber Application server, security vulnerability remediation/reporting, DHCP Management, Auditing and management of shared mailbox/distribution lists, SCCM/patch management, DNS, File Services, Virtualization, Printer services, Terminal services, GPO, Data Restore, and PowerShell.
• Prior work experience as a tier III lead in a fast -paced federal government environment

Requirements

• Bachelor’s Degree in a related technical discipline, or the equivalent combination of education, technical certifications, training, or work experience.
• 5 or more years of Tier 3 Technical Support working knowledge and applied experience.
• Active CompTIA A+, Security+, Network+, Microsoft, ITIL foundation and HDI certificates are highly desired
• Must have a public trust clearance

PM22