Job Description

Are you looking for a Challenge? Looking for an innovative organization and the opportunity to learn and grow professionally? We can help! We are seeking a Help Desk Lead to provide professional IT Support Services performed under the United States Capitol Police (USCP), in Washington, D.C.

I've never heard of Terrestris. What do you do?

At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. By finding, developing, and incorporating new ideas, we provide memorable services. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective.

So, what will the Help Desk Lead at Terrestris do?

The Help Desk Lead will be responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III, (e.g., Tier I (phone and e-mail), Tier II (on-site, floor), Tier III (advanced hardware and software break/fix)), and Asset Management.

What does a typical day look like for the Help Desk Lead?

You will:

• Lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services.
• Provide support to a customer base of over 3,200 users in a high-profile environment.
• Be required to be onsite at the Fairchild Building in downtown Washington, DC, five (5) days per week.
• Supervise help desk staff, assign workloads, and monitor performance to ensure effective and timely resolution of incidents and service requests.
• Act as the primary escalation point for complex technical issues and customer service concerns.
• Ensure compliance with USCP IT support policies, processes, and service management frameworks.
• Manage and monitor ticket queues, ensuring issues are categorized, prioritized, and resolved within established SLAs.
• Track recurring issues, conduct root cause analyses, and recommend long-term solutions.
• Maintain a customer-first culture while supporting mission-critical IT services.
• Develop, update, and enforce Standard Operating Procedures (SOPs) for IT support.
• Provide regular reports on help desk performance, ticket metrics, and service improvements to OIS leadership.
• Support ITIL-based service management practices, including incident, problems, and request management.
• Serve as the liaison between end-users, technical staff, and OIS leadership.
• Coordinate with infrastructure, applications, and security teams to resolve cross-functional issues.
• Support training and knowledge-sharing initiatives to improve team capabilities.

What qualifications do you look for?

You might be the person we're looking for if you have:

• Authorization to work in the U.S. permanently without sponsorship.
• Possess Information Technology Infrastructure Library V4 (ITIL 4) certification at time of proposal submission.
• Have a minimum of 5-8 years' overall experience with increasing responsibilities in information systems management.
• Possess 3-5 years supervisory experience.
• Possess a Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field.
• Possess an industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent.
• Have expert working knowledge of ServiceNow.
• Have experience in a quality assurance environment that includes, at a minimum, knowledge of customer satisfaction tracking; user complaints and monitoring programs; and quality control programs.
• Possess excellent written and verbal communication skills, including experience in presenting material to senior Government officials.
• Have proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors).

What kind of benefits does Terrestris Offer?

We offer outstanding benefits including health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, and work-life programs. Our award programs acknowledge employees for exceptional performance and superior demonstration of our service standards. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in our benefit programs. Other offerings may be provided for employees not within this category.

Terrestris is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. Applicants must be authorized to work in the U.S.

DILBERT © 2018 Scott Adams. Used By permission of ANDREWS MCMEEL SYNDICATION. All rights reserved.

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