Help Desk Lead

NuAxis Innovations

  • Washington DC
  • Permanent
  • Full-time
  • 2 days ago
We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.Technology is our Passion. People are our Purpose.We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it’s a state of mind.We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Help Desk Lead for a Full-Time position.Job Overview:The Help Desk Lead will provide overall management support and coordination for Help Desk services across Tier I (phone/email), Tier II (on-site support), and Tier III (advanced support), as well as asset management. This individual will lead a team providing broad technical support to over 3,200 users in a high-profile environment.Responsibilities:
  • Lead, mentor, and manage Help Desk staff across multiple tiers.
  • Provide direct support for IT services, systems, and networks.
  • Ensure effective use of ServiceNow and oversee incident tracking/resolution.
  • Monitor quality assurance, including user complaint tracking and satisfaction programs.
  • Deliver presentations and reporting to senior officials.
  • Manage manpower utilization, training, and team performance.
Required Qualifications:
  • Bachelor’s degree in Computer Science, Engineering, Information Systems, Business, or related field.
  • 5–8 years of IT management experience with increasing responsibility.
  • 3–5 years of supervisory experience.
  • ITIL v4 certification.
  • Industry certifications such as CompTIA A+, MCSE, or HDI.
  • Expert-level knowledge of ServiceNow.
  • Excellent written and verbal communication skills.
Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!Our Profile:We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them.NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. about our Benefits and Culture!#NAI #DICE

NuAxis Innovations