Helpdesk Lead

Job description

Job Type Full-time Description: Spatial Front, Inc. (SFI), a two-time USAToday Top Workplaces awardee and Washington Top Workplaces honoree, is seeking a Helpdesk Lead to join our team. The ideal candidate will be a Helpdesk Lead to manage and oversee helpdesk operations, ensuring high-quality technical support services for Federal Government program end users. The candidate will have strong leadership skills and experience managing IT support teams. As a valued member of the SFI team, you will play a critical role in delivering mission-critical capabilities to our Federal Government customers. Key Responsibilities: - Lead and manage a team of helpdesk analysts, providing direction, coaching, and performance oversight. - Monitor helpdesk performance metrics, including ticket volume, resolution times, and customer satisfaction. - Develop and implement helpdesk processes, procedures, and knowledge management practices. - Escalate and coordinate the resolution of complex technical issues with Tier 3 support teams. - Produce helpdesk performance reports and briefings for program leadership. - Manage helpdesk staffing schedules and ensure adequate coverage for support operations. - Iden...