Description

Lead technical support operations in Richmond, VA. You will own the first line of defense, resolving complex issues while mentoring junior staff and managing team performance metrics.

Responsibilities

• Resolve 70% or more of incoming calls directly.
• Route advanced technical issues to second-level support teams.
• Mentor junior agents and monitor team performance against agency priorities.
• Manage password resets, general IT inquiries, and service desk ticket performance.

Required Skills

• 5+ years of experience in an IT service desk leadership role.
• Proficiency with Windows 10 and 11.
• Experience with Okta and Group Policy management.
• Strong understanding of Incident and Problem Management frameworks.
• Experience using Service Desk Ticketing and Asset Management tools.
• Ability to solve complex problems through discovery with minimal guidance.
• Effective oral and written communication skills.
• Capacity to prioritize work independently and maintain technical documentation.

Preferred Skills

• Experience with Performance Management processes.

Key Skills

Education

Any Graduate