Help Desk Representative (Pre-Award)

Position Overview

The Help Desk Representative is responsible for overseeing daily help desk operations and ensuring the delivery of high-quality IT support services across both cloud-based and on-premises environments. This role requires a strong blend of technical expertise, leadership capability, and customer service excellence to effectively manage support teams, maintain service performance standards, and collaborate across technical and business teams. The position is an off-site position.

NOTE: This position is contingent upon award of contract, expected in the next 30-60 days.

Knowledge, Skills, and Abilities

• Strong knowledge of IT service management principles, including ITIL frameworks
• Proven ability to lead and manage technical support teams in dynamic environments
• Proficiency in troubleshooting methodologies and incident resolution
• Hands-on experience with ticketing platforms (e.g., JIRA, ServiceNow)
• Excellent leadership, communication, and interpersonal skills
• Strong customer service orientation with the ability to manage user expectations effectively
• Ability to prioritize tasks, manage multiple issues simultaneously, and work under pressure

Required Experience

• Demonstrated experience managing a help desk or IT support team
• Experience implementing and improving IT support workflows and processes
• Proven track record in ensuring SLA compliance and service performance
• Hands-on experience with:
  • Remote desktop management
  • Enterprise device provisioning
  • IT asset tracking systems

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field or minimum of five (3) years of equivalent experience in IT service management

Preferred Certifications (Not Required)

• ITIL Foundation Certification