Help Desk Lead (with CIAC certification)

Washington, District of Columbia, United States | Full-time

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We are seeking an experienced Help Desk Lead to oversee the Tier 1 Help Desk team, ensuring adherence to schedules and industry best practices.  The Help Desk Lead must manage ticket workflows, train staff, and maintain high levels of customer service.

Key Responsibilities:

  • Oversee and manage all aspects of the Tier 1 Help Desk team.
    Train Tier 1 staff and address performance issues.
    Ensure coverage and adherence to work schedules.
    Identify and escalate urgent issues or ticket surges to management.
    Monitor team performance to ensure professionalism and efficiency.

Required Qualifications:

  • Bachelor's Degree or higher from an accredited college or university
  • Proven experience leading a Help Desk team
  • CIAC Certification or equivalent
  • Experience following industry-standard best practices for Help Desk support
  • Experience with ticket management systems like Remedy or ServiceNow
  • Ability to provide weekly coverage reports and performance metrics
  • Strong verbal and written communication skills is a must
  • Ability to effectively and efficiently multi-task, prioritize, and carry out projects through to completion with minimal supervision
  • Ability to maintain a high level of accuracy and attention to detail
  • Demonstrated analytical, reasoning, planning, and problem-solving abilities
  • Self-motivated, proactive, and independent thinker with high energy/positive attitude
  • U.S. Citizenship required
  • Position will require a Public Trust background investigation

About Us

Ascella Technologies, Inc. (Ascella) is a minority-owned, Small Business that was founded in 2002 with the mission to deliver value-added services and technology-based solutions that generate real results for Federal agencies. Since our founding, Ascella has provided a wide range of financial management, accounting, system, data analytics, optimization, Agile, and IT support services to various Federal agencies.
 
Ascella is continuously growing and looking for team members that can help us continue to deliver value-added technology-based solutions. Ascella’s continued success is a reflection of our passion for people.  We hire individuals with valuable experiences, and we strive to place people in roles that let them fully utilize their talents and flourish.  With Ascella, “Your Success is Our Commitment”.

What makes Ascella employees great

  • At Ascella, we celebrate innovative thinkers who are empowered to share their ideas and tackle real business challenges. Your creativity will not only be welcomed but also essential in shaping our processes and solutions.
  • We are passionate about lifelong learning, fostering a culture that prioritizes professional development and personal growth. Here, you’ll collaborate with a talented team that supports and inspires each other, ensuring that you’re continually challenged and encouraged to expand your skills.
  • Client satisfaction is at the heart of our mission. Our employees are dedicated to providing exceptional service, proactively addressing both current and future client needs. You’ll be part of a team that values the client experience as a key component of our success.
  • Open communication is vital to our work environment. We maintain an open door policy, encouraging questions and the sharing of ideas. We believe in aligning individual contributions with company objectives, fostering transparency, and regularly seeking feedback to enhance our processes.
  • Lastly, we are committed to being an inclusive organization. We embrace diversity, ensuring that all employees feel valued and respected. Our varied talents and experiences drive creativity and innovation, making our workplace dynamic and successful.

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Position: Help Desk Lead
Location: Washington, DC
Base Compensation: We offer a competitive salary and benefits package, and we are open to discussing compensation based on your qualifications and experience
Other Compensation: 4% contribution to 401(k), performance bonus, profit-sharing
Paid Time Off: 16 days PTO/year, 11 holidays/year
Benefits: Medical, Dental, Vision, Life, Disability, 401(k)…and more
Position is open until filled, applications accepted on an ongoing basis.

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Equal Employment Opportunity Statement
Ascella Technologies is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. We provide equal employment opportunities to all qualified candidates without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status or any other characteristic protected by law. Ascella Technologies is committed to providing veteran employment opportunities to our service men and women.

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