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Service Desk Team Lead

NetImpact Strategies

NetImpact Strategies

Customer Service
United States · Remote
Posted on Saturday, June 15, 2024

Service Desk Team Lead

Job Locations US-Remote
Job ID
Helpdesk / Customer Support
Full Time

Job Description

We are looking for a proactive Service Desk Team Lead to optimize IT support operations. You will lead a team providing exceptional onsite and remote support, leveraging AI tools to enhance user experience. Your responsibilities include ensuring service continuity during critical operations, conducting training sessions, and managing OS image deployment. If you possess strong leadership, technical expertise, and a commitment to top-tier IT services aligned with industry standards are essential, we encourage you to apply.


  • Manage Service Desk operations for approximately 270 users, handling around 300 tickets per month across multiple communication platforms.
  • Establish and maintain a proactive ITIL-oriented Service Desk to provide exceptional personalized support onsite and remotely, utilizing AI-driven tools to enhance staff experience.
  • Enhance Service Desk response and resolution times to achieve top-tier user satisfaction and minimize downtime, leveraging Generative AI for trend evaluation.
  • Optimize user account management processes for creation, modification, and deletion to ensure system access control and reduce administrative overhead.
  • Maintain and innovate the enterprise Mobile Device Management (MDM) system for Apple iOS devices, ensuring software patching, updates, and optimal security.
  • Provide comprehensive technical and security support, including firewall management, IP address allocation, configuration management, incident response, and application vulnerability scans.
  • Ensure sufficient IT support staff during business hours and provide on-call technical expertise for urgent server-related issues outside normal hours.
  • Conduct incident analysis and root cause analysis for system failures, compiling detailed reports with corrective recommendations.
  • Maintain accurate equipment and software inventory using asset management portal.
  • Create and maintain infrastructure artifacts including Standard Operating Procedures (SOPs), System Design documents, and maintenance procedures for Security Assessments.
  • Research and implement cloud-based infrastructure services, manage firewall configurations, oversee Network Access Control (NAC), and automate security certificate processes.
  • Execute automated patch management, conduct account management for eRA and ImpacII systems, and implement AI-driven solutions for proactive Service Desk support.
  • Perform comprehensive technical writing for various artifacts, ensuring documentation aligns with standards and regulatory requirements.
  • Conduct routine training sessions for basic applications and new technologies relevant to NIGMS staff, utilizing advanced tools for content delivery and feedback assessment.
  • Ensure support continuity during remote operations and crucial meetings using AI-optimized remote desktop tools, adjusting service priorities as authorized.
  • Develop, manage, and deploy Operating System images for Windows and Macintosh systems, ensuring compliance with NIH configuration baselines and updating images quarterly.



  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • 6+ years of experience in IT support or related field
  • Windows Operating System Certification
  • Mac Operating System Certification
  • Certified Site Reliability Engineering (SRE) Practitioner
  • Experience with a variety of hardware including but not limited to: HP and Mac Desktops, Dell Laptops, Lenovo Laptops, MacBook Pro, iOS Devices, Printers, MacBook Air
  • Proficiency in managing and supporting a range of COTS software including but not limited to: MS SharePoint 2019 (SharePoint Online), MS Office 365, Teams, OneDrive, Adobe Acrobat Pro DC, Adobe Photoshop, Adobe Creation Tools, MS Visio Professional 365, MS Windows 10\11 Pro, MS Project Professional 365, Cisco AnyConnect VPN Client, Power Platform, Zoom
  • Strong leadership skills with experience in leading a service desk team.
  • Excellent communication and interpersonal skills to effectively interact with users and team members.
  • Problem-solving abilities to troubleshoot complex IT issues and provide timely resolutions.
  • Knowledge of ITIL framework and best practices in service desk operations.
  • Ability to manage service desk operations including incident management, problem management, change management, and service request fulfillment.
  • Experience with AI-driven tools for enhancing service desk operations and user experience.


  • Federal Consulting Industry Experience Preferred


About Us

Perks of working at NetImpact Strategies

  • Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
  • Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required
  • Work hard, play hard – we offer a generous Paid Time Off (PTO) policy and observe ALL ten (10) federal holidays
  • Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!)
  • Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications
  • Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019 & 2020!
  • Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet


NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact’s core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.


NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (“ADA”), and applicable state and local laws. It is NetImpact’s policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual’s disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact’s online employment application, please contact careers@netimpactstrategies.com.


NetImpact is committed to the development of a creative, diverse, and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities. NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as "protected status").


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