Help Desk Support Lead

INODE is seeking a Help Desk Support Lead with a background in scientific or health related IT to lead customer support functions. The Help Desk Support Lead will manage day to day help desk operations as well as relevant projects with a high level of technical expertise, focus on customer needs, and drive to meet goals and timelines. The Help Desk Support Lead will work directly with our Project Manager and end users to identify, resolve, and adopt new technologies to modernize infrastructure, streamline operations, and meet SLA's. This is an onsite position near Rockville, MD.

Job Requirements:

• Must be able to obtain and maintain a US Public Trust clearance
• Available to work onsite Monday-Friday standard day hours

Leadership and Management:

• Supervise and mentor help desk representatives.Assign tasks, set priorities, and monitor performance of the customer support teamEnsure adequate resources are available to support the teamMeet the needs of the end users and executive staffCommunicate effectively to customer and internal stakeholders on timeliness, setbacks, improvements, etc.Ability to interpret and analyze issues, implement solutions, and reflect on lessons learned
• Ability to function autonomously as well as lead and motivate a team toward achieving goals
• Communicate issues quickly and concisely to management
• Address employee issues and conflicts
• Conduct performance evaluations and provide feedback as requested
• Monitor and report on help desk performance

Customer Service and Support:

• Ensure timely and accurate resolution of customer issuesEstablish and maintain high standards of customer serviceImplement strategies to improve customer experienceEffectively test and deploy solutions
• Implement or improve processes that will simplify, reduce time, and/or increase accuracy, effectiveness, or security of the systems
• Establish and update SOP's
• Meet established support SLA's

Education and Experience:

• Associates or BS degree in Computer Science, Information Systems, or related discipline or 10+ years of IT experience including increasing responsibilities in help desk support and team management
• 5+ years of experience in help desk support necessary
• ITIL Intermediate (V3) Certification preferred
• Possesses an empathetic and problem-solving attitude
• Experience working with automation tools desired
• Hands on experience with remote support tools such as BeyondTrust necessary
• Knowledge of MS Azure or other public cloud applications desired
• Ability to develop and present technical documentation to none technical clients
• Knowledge of security vulnerabilities desired
• Excellent communication skills, with the ability to engage both technical teams and executive stakeholders
• Good understanding of cloud security practices, including data protection, access management, and vulnerability assessment

At INODE, we know that employees who are valued, involved, and both encouraged and supported to grow are what drives our success. As such, we offer a comprehensive benefits package including:

• Monthly Office Support Stipend
• Training and Tuition Plan
• 401K Safe Harbor IRA with 3% Employer Contribution and Profit-Sharing Options
• Complimentary Financial Advisement
• Healthcare - Medical, Dental, Vision
• Life and AD&D Insurance
• Short and Long-Term Disability Insurance
• Benefits Advocate Access
• 11 Paid Holidays per Year
• Vacation Leave
• Sick Leave
• Military, Bereavement, and Parental Leave
• Fitness Membership Sponsorship
• Identity Theft and Legal Protection Services
• Employee Referral Program
• Cash Bonus Incentives for Business Growth

Salary Range : $82,000.00-$92,000.00 USD

**Final base salary compensation will be determined based on factors such as geographic location, skills, education, certifications and/or experience. Hiring at the maximum range would not be typical in order to allow for future & continued compensation growth.**