Service Desk Lead

Overview: Abacus Technology is seeking a Service Desk Lead to provide technical support for Edwards AFB.
This is a full-time position.
Responsibilities: Provide daily oversight to technical support staff.
Manage all tickets/tasks and communicate with the Government leads regarding any issues.
Ensure resources are appropriately assigned to resolve tasks.
Review closed tickets and interact with end users and government managers to ensure problems were resolved and tasks were completed to satisfaction.
Qualifications: 5+ years experience in IT service center management.
Bachelor’s degree in a related field desired.
Must be certified at IAT Level II (Security+ or other certification satisfying DoD 8570 certification requirements).
Must be HDI Support Center Manager (HDI-SCM) certified and ITIL Foundation v3 or v4 certified.
Strong understanding of ITIL best practices.
Experience with service desk support including direct customer interaction and troubleshooting.
Extensive experience with a ticketing system such as Remedy.
Must have outstanding customer service and communications skills and ability to interact professionally within all levels of an organization.
Must be a US citizen and hold a current Secret clearance.
Applicants selected will be subject to a U.
S.
government security investigation and must meet eligibility requirements for access to classified information.
EOE/M/F/Vet/Disabled