The Help Desk Tier II Lead works independently receiving general guidance from the Help Desk Managers. This individual coordinates the daily activities for the Help Desk Tier II group. He/she assigns and monitors trouble and change order tickets via database tracking tool (UniCenter Universal Service Desk). Often facilitates ad-hoc support projects and expedite emergency and/high profile tickets. Must have the ability to lead change and adapt to new client requirements. Must be able to develop and implement solutions in the absence of formal guidelines or priorities. Manages resources and daily staffing requirements to fit work assignments. Ability to give direction and follow up is essential. Responsible for direct interface with the customer at all levels. Demonstrated ability to communicate both written and orally effectively to Tier II staff, Help Desk peers, and all levels of SAIC a must! As Team Leader develops and implements a training plan to bring new employees up to speed. During high tempo operations may be required to diagnose research, isolate and resolve PC and network issues. Fosters spirit of cooperation among Tier groups/ individuals, in support of team effort for customer success. 
 
Administrative duties include staff scheduling, mentoring, training, counseling, monitoring staff adherence to time recording requirements as well as other established help desk and client policies including all HIPAA and data security requirements. Other administrative responsibilities include assisting the Help Desk Managers with staff performance measurements, oral and written staff evaluations, status reports, and all duties as assigned by the Help Desk Managers. 
 
Education: 
High School diploma is required. Any one of the following 
certifications; A+, Net+ , MCP , MCSE is HIGHLY DESIRED. 
 
 
Experience Requirements: Three years of increasingly complex and progressive experience in computer system/network engineering. 2 years of Help Desk supervision experience (10 to 15 staff) is required. Some requirements may be waived with experience in designated areas. 
 
Required Skills: Demonstrated leadership in Help Desk Supervisor role. Phenomenal customer service skills and the ability to follow-up on potential technical problems is a must. Demonstrated ability to communicate effectively, both written and orally, among the customers base and Help Desk management. Understanding of the military community is an added plus. Experience with remote access software, and a high level of expertise with Operating Systems and Networking is a must. Major experience working with PC software and troubleshooting required. Installs and configures proprietary software. Required experience with Microsoft Office products (especially MS-EXCEL w/charts/graphs, etc) is a must. The candidate must be able to obtain a Public Trust clearance. 
 
Work Hours: Help Desk work hours are between 6:30am and 9pm Monday thru Friday. Alternate work schedules are available. ON OCCASION, Weekend and Federal Holiday work may also be required. 
 
Desired Skills: Familiarity with UniCenter Universal Service Desk (USvD) ticket logging system. 





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