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.

Privacy Policy – Halvik Corp

Halvik offers a competitive full benefits package including: Company-supported medical, dental, vision, life, STD, and LTD insuranceBenefits include 11 federal holidays and PTOEligible employees may receive performance-based incentives in recognition of individual and/or team achievements.401(k) with company matchingFlexible Spending Accounts for commuter, medical, and dependent care expensesTuition AssistanceCharitable Contribution matching