Service Desk Team Lead - Military Veterans

The Alaka'ina Foundation Family of Companies is looking for a qualified Service Desk Team Lead to support our customer in Albuquerque, New Mexico . The Service Desk Team Lead resolves technical problems in a service desk environment, uses expertise in management, customer service and technical knowledge to lead a team in investigating/resolving technical issues pertaining to hardware/software and classroom support.  DESCRIPTION OF RESPONSIBILITIES: Supervise the Service Desk by defining and establishing schedules, setting priorities, providing direction, assisting with the team’s overall workload, and dealing with administrative issues as needed. Assists with developing work objectives and advises team members on critical issues related to system problems or client relationships. Supports the development of the team’s knowledge base by answering questions, offering coaching advice, maintaining technical documentation. Oversees sensitive property assigned to the Service Desk. This includes but is not limited to US Government laptops, workstations, thin and zero clients, printers, and computer peripherals. Ensures timely delivery of project deliverables tasks assigned to the Service Desk. Ensures the Service Desk maintains a high standard of quality for ticket documentation. Provides direction and takes leadership of projects and delegates responsibilities as necessary to personnel. Coordinates with other IT teams (DevOps, Cybersecurity, and Learning Nucleus Help Desk) to ensure the timely resolution of unresolved issues. Communicates, and works closely with the Service Center Manager, to ensure the efficient operation of the Service Desk team. Participates in the interview and selection process for new team members and conducts performance evaluations for Service Desk team members. Gathers and analyzes data to benchmark team workload/performance and identify emerging trends. Fosters a safe and positive team environment within Service Desk. Complies with all applicable Cybersecurity directives maintained for all NTC Information Systems. Provide technical assistance to the NTC instructors, students and users in response to requests submitted either in person, email, or by phone. Responds to Service Requests and Incidents, follows up with users, and resolves issues in compliance with established Service Level Agreements (SLAs). Performs all duties according to established guidelines, SOPs and policies. Other duties as assigned by Supervisor. DEGREE/EDUCATION/CERTIFICATION REQUIREMENT: Bachelor’s degree in computer science, information technology or a minimum of 4 years related work experience. At least six (6) months of prior experience in a leadership role. A+ preferred certification preferred. ITIL certification required or must be able to obtain. REQUIRED SKILLS AND EXPERIENCE: Strong leadership aptitude. Strong troubleshooting skills. Effective communication and interpersonal skills. Effective coaching and mentoring skills that can accommodate individuals with different learning styles and abilities.  Effective planning, organizational and time management skills. Must be able to accept constructive criticism from management and translate that to improved team output in the areas of quality and performance.  Effectively identify when to escalate an issue to a higher level of management. Excellent customer service skills and strategies. Familiar with IT service management ticketing systems. Experience balancing the needs of a team with direction from management. Must be able to work as a productive team member and as an individual. Must be able to create, maintain, and follow technical documentation (SOPs). Must display excellent attention to detail. DESIRED SKILLS AND EXPERIENCE: Proficient with Windows OS 10 in a stand-alone and networked environment. Proficient in the deployment, troubleshooting, and use of Microsoft 365 (MS Office suite). Experience with smart card multi-factor authentication. Must be proficient in all facets of PC installation, repair, and configuration Experience in using Active Directory for user account and group management. Experience using Microsoft Exchange for mailbox and distribution group management. Experience in the management of Virtual Desktop environments (VMWare - Horizon) is preferred. Skilled in the use of image deployment technologies. Proficient in both networked and local print management. Planning and organizational skills. Self-driven, able to take initiative. Technical writing aptitude.   The Alaka'ina Foundation Family of Companies is a fast-growing government service provider. Employees enjoy competitive salaries; a 401K plan with company match; medical, dental, disability, and life insurance coverage; tuition reimbursement; paid time off; and 11 paid holidays. The Alaka'ina Foundation Family of Companies (FOC) is proud to be an equal opportunity employer We are an Equal Opportunity/Affirmative Action Employer of individuals with disabilities and veterans. We are proud to state that we do not discriminate in employment decisions on the basis of race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. If you are a person with a disability and you need an accommodation during the application process, please click   here   to request accommodation. We E-Verify all employees. The Alakaina Foundation Family of Companies (FOCs) is comprised of industry-recognized government service firms designated as Native Hawaiian Organization (NHO)-owned and 8(a) certified businesses. The Family of Companies (FOCs) includes Keaki Technologies, Laulima Government Solutions, Kūpono Government Services, and Kapili Services, Pookela Solutions, Kīkaha Solutions, LLC, and Pololei Solutions, LLC.  Alakaina Foundation activities under the 501(c)3 principally benefit the youth of Hawaii through charitable efforts which includes providing innovative educational programs that combine leadership, science & technology, and environmental stewardship. For additional information, please visit www.alakainafoundation.com #ClearanceJobs  #LI-JS1