IT Service Desk Lead

T-Rex Solutions is looking to select an IT Service Desk Lead to support our Department of Commerce (DOC) Office of Solution and Service Delivery (OSSD) customer. Within the DOC, the OSSD provides IT support for the Department of Commerce’s Office of the Chief Information Officer (OCIO), Office of the Secretary (OS), and other bureau partners. Under this program, we will provide comprehensive IT service desk support, ensuring continuous and efficient resolution of technical issues. It includes help desk operations, incident management, service request fulfillment, and escalation handling from Tier 0 through Tier 3 support. Service hours of support are Monday through Friday 7:00am-6:00pm (desk-side support) and (walk-up help desk) or as needed such special events or emergency requirements. Work is performed on-site at the Herbert Hoover building in Washington, DC.

Responsibilities:

• Oversee the day-to-day activities of the Tier 2 service-desk operations to ensure end users receive the IT support required. 
• Investigate and resolve escalated incidents from Tier 1 using advanced diagnostic tools, system logs, and root cause analysis. Apply specialized technical knowledge to resolve hardware, software, and system configuration issues in accordance with established SOPs.
• Process and complete service requests requiring elevated privileges or deeper technical intervention, such as complex account configurations, system patching, software deployment, or device management tasks.
• Support problem management activities by identifying root causes and contributing to permanent fixed for recurring incidents.
• Provide onsite service desk support to troubleshoot, repair and resolve issues for laptops, desktops, tablets, mobile devices, and peripherals (e.g. printers, scanners, plotters, monitors, etc.) for customers. This desk is an area that customers visit to receive same day support.
• Provide desk-side support to troubleshoot, repair, and resolve issues for a wide range of installed computer systems such as laptops, desktops, tablets, mobile devices, and peripherals (e.g. printers, scanners, plotters, monitors, etc.) for customers. In cases when a field technician is dispatched to resolve an incident, ensure that the technician is fully prepared to diagnose and resolve the incident on the first visit.
• Provide technical support for remote customers via telephone, online chat, email, or using secure remote access product.
• Escalate unresolved or complex incidents to Tier 3 or vendor support as necessary, ensuring all troubleshooting actions and findings are documented within the ITSM system. Maintain communication with Tier 1 and end users to provide status updates until resolution.
• Support enterprise systems, applications, and infrastructure components as assigned. Conduct configuration reviews, system performance checks, and corrective actions to maintain service stability and reliability.
• Document resolutions, workarounds, and lessons learned to update knowledge base articles and improve Tier 1 troubleshooting capabilities. Provide technical feedback to improve SOPs, workflows, and service efficiency.
• Prior to closing any incident, validate with the impacted end user that the service has been fully resolved.
• Collaborate with IT support teams to identify, analyze, and resolve issues and trends impacting the end-user environment, including proactively addressing recurring incidents and underlying problems to improve service stability and user experience.
• Develop, update, and maintain end-user outreach and communication methods and materials to ensure users are informed of outages and upcoming changes to the IT environment.
• Support approved change implementations and validate post-change functionality for Tier 2 supported systems.
• Provide written input to Tier 1 or other end users including SOP's, "how-to" and troubleshooting guides, and training materials/procedures.
• Coordinate with Tier 0, Tier 1, and Tier 3 support teams to ensure consistent service delivery and knowledge sharing.
• Participate in feedback sessions, quality reviews, and training to improve Tier 2 performance and expand technical proficiency.
• Track and report on Tier 2 performance metrics, using these metrics to identify trends, recurring issues, and opportunities for process improvement.

Requirements:

• Relevant experience managing/leading Tier 1/2/3 Service Desk operations, preferably in a federal government environment
• Active Top Secret clearance required
• Experience managing an incident management system in a performance-based environment complying with ITIL V4 standards.
• Expert level experience re-engineering or setting up service desks according to industry best practices.

Desired Skills:

• Service Desk Institute (HDI) certified as a HDI Support Manager

T-Rex Overview

Established in 1999, T-Rex Solutions, LLC is a proven mid-tier business providing data-centric mission services to the Federal government as it increasingly tries to secure and leverage the power of data. We design, integrate, secure, and deploy advanced technical solutions for our customers so they can efficiently fulfill their critical objectives. T-Rex offers both IT and professional services to numerous Federal agencies and is a leader in providing high quality and innovative solutions in the areas of Cloud and Infrastructure Services, Cyber Security, and Big Data Engineering.

T-Rex is constantly seeking qualified people to join our growing team. We have built a broad client base through our devotion to delivering quality products and customer service, and to do that we need quality individuals. But more than that, we at T-Rex are committed to creating a culture that supports the development of every employee's personal and professional lives. T-Rex has made a commitment to maintain the status of an industry leader in compensation packages and benefits which includes competitive salaries, performance bonuses, training and educational reimbursement, Transamerica 401(k) and Cigna healthcare benefits.

T-Rex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.

In compliance with pay transparency guidelines, the annual base salary range for this position is $90,000 - $120,000. Please note that the salary information is a general guideline only. T-Rex considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer.

T-Rex offers a diverse and collaborative work environment, exciting opportunities for professional growth, and generous benefits, including: PTO available to use immediately upon joining (prorated based on start date), paid parental leave, individual and family health, vision, and dental benefits, annual budget for training, professional development and tuition reimbursement, and a 401(k) plan with company match fully vested after 60 days of employment among other benefits.