Helpdesk Lead

ITinfra seeks a Helpdesk Lead to oversee IT support services and ITIL processes for government programs, coordinating with service managers, the service desk, and contractors while managing schedules, resources, issue resolution, reporting, and project presentations.

Responsibilities

• Act as the government’s primary point of contact, providing leadership and oversight for IT support services and ITIL processes to ensure consistent, efficient delivery.
• Guide knowledge management as well as training and workforce development initiatives.
• Collaborate with service managers, technical and operational leads, the service desk, contractors, and providers to coordinate service delivery across the environment.
• Review and approve technical solutions and develop practical program schedules.
• Manage program and project schedules and resources to align deliverables with government timelines.
• Resolve issues, allocate resources, supervise project personnel, and oversee operations and performance.
• Provide daily, weekly, and monthly reports as required.
• Develop and present In-Process Review (IPR) slides on a quarterly basis for all open projects supported by the contract.
• Prepare ad hoc slides for management and participate in meetings as needed.

Requirements

• Ten years of experience managing IT Support Services.
• ITIL certifications: ITIL 4 Foundation, ITIL 4 Managing Professional, ITIL 4 Strategic Leader, ITIL 4 Practice Manager, ITIL 4 Extension Modules, and ITIL 4 Master.
• Demonstrated understanding and application of ITIL principles.
• Proven experience leading IT teams with a mobile workforce.
• Education: Bachelor’s degree in business administration, business management, information systems, information technology, engineering, or equivalent experience.
• U.S. citizenship with an active Public Trust clearance, or the ability to obtain one.

Benefits

• 401(k) plan with company matching.
• Dental insurance.
• Health insurance.
• Health savings account (HSA).
• Vision insurance.
• Paid time off (PTO).
• Professional development assistance.
• Retirement plan.

Why ITinfra

• Small, growing, dynamic company with a collaborative culture.
• Focus on professional growth and helping you set and achieve career goals.
• Excellent health insurance benefits.
• 401(k) with matching and paid time off as part of the benefits package.

Work Location

• Atlanta, Georgia (onsite)

Job Type

• Full-time

Pay

• USD 85,000 per year

Application Questions

• Are you a US citizen with an active Public Trust clearance, or the ability of attaining one?
• Do you have 5 years of IT program/project management experience?

Ability to Commute

• Atlanta, GA 30303 (Required)