Service Desk Support Lead

About the role

• The Service Desk Support Lead will oversee the service desk operations to provide high-quality customer support for United States Capitol Police (USCP) users. This role involves managing and supervising a team of customer support representatives to ensure smooth and efficient service.

Key Responsibilities

• Provide timely and cost-effective technical support for the service desk portal, ensuring accurate inventory management of radio assets and accessories, as well as processing equipment requests and returns.
• Support the inventory software system by implementing coding edits and enhancements for improved performance.
• Assist with ancillary radio project support as needed.
• Improve radio fleet management by enhancing preventive maintenance processes, device programming, and annual inventory compliance.
• Develop and maintain documentation and technical checklists for preventive maintenance procedures, ensuring timely diagnosis and minor equipment repairs.
• Accurately collect, document, and report all records related to the radio fleet, including:
• • Device locations, nomenclature, and maintenance hours in service.
  • Radio frequency performance levels per device.
  • Count of radio fleet devices that are out of service.
  • Identification of failure conditions that require preventive measures to avoid recurrence.
  • Number of serviced radio fleet devices over 30-, 60-, and 90-day periods.
  • Overall fleet readiness for ad-hoc special event incident briefings.
  • Inventory of devices, parts, and associated components to ensure compliance during annual audits.
• Implement a comprehensive inventory management process to track and account for all equipment managed through the service desk.
• Introduce and maintain the use of RF-ID tagging and asset management for enhanced inventory tracking.
• Deploy and manage industrial vending machines to distribute radio service assets at designated division offices, as identified by the COR. Maintain inventory levels and ensure timely restocking of vending machines as needed at each location.

Qualifications

• 3+ years of experience in a service desk management role.
• ITIL Foundation certification preferred.
• Strong problem-solving and customer service skills.
• Excellent leadership and communication skills.
• Experience managing service desk operations in a government or large-scale enterprise environment.

Pay:

• Range 

Schedule:

• Monday to Friday

Work Location:

• Office and Remote

 Benefits:

• Medical Health insurance
• Dental Insurance
• 401(k) matching
• PTO
• Professional development assistance