Tier 2 Service Desk Lead

Halvik Corp delivers a wide range of services to 13 executive agencies and 15 independent agencies. Halvik is a highly successful WOB business with more than 50 prime contracts and 500+ professionals delivering Digital Services, Advanced Analytics, Artificial Intelligence/Machine Learning, Cyber Security and Cutting-Edge Technology across the US Government. Be a part of something special!

Position Overview

Halvik is seeking a candidate who will be responsible for overseeing the day-to-day activities of a service desk operations to ensure end users receive the IT support required. The primary customer requirement and long-term goal to be supported is to manage and maintain a centralized, enterprise service desk to provide IT support and services to an end user community, handling all incidents and service requests, and resolving technical issues.

Core Responsibilities

• Managing an incident management system in a performance-based environment, complying with ITIL V4 standards.
• Providing expert level experience for the reengineering, setting up, and managing and maintaining the service desk according to industry best practices.

Minimum Requirements

• Education: Minimum AS/AA degree, or equivalent (required); BA/BS degree (preferred)

• Experience: Minimum 6 years of related experience

• Technical Proficiency: Proven ability to:

• Provide comprehensive IT service desk support, ensuring continuous and efficient resolution of technical issues.
• Manage Tier 1, 2, 3 and VIP level support.
• Measure, monitor, and improve customer satisfaction with IT Service Desk services.
• Develop and maintain comprehensive support documentation to enhance operational efficiency and service consistency (e.g., SOPs, troubleshooting guides, FAQs, and knowledge articles).

• Certifications: Service Desk Institute (HDI) certified as a HDI Support Manager (preferred)

• Security Clearance: Top Secret

Preferred Expertise

• Demonstrated success supporting Federal enterprise help desk / service desk contracts.
• Strong technical analysis and troubleshooting capability and skills; ability to escalate complex issues; strong technical documentation skills.
• Strong analytical, written, and verbal communication skills, with the ability to translate technical risks and content into terms suitable for executive and government stakeholders.
• Ability to work collaboratively with others and contribute to a team environment.