Service Desk Tech Lead - 2071

KeyLogic Systems
United States, New Mexico, Albuquerque
1515 Eubank Boulevard Southeast (Show on map)
Apr 16, 2025
Overview Position: Service Desk Tech Lead Location: Albuquerque, NM Clearance: Clearable to Q KeyLogic is seeking a dedicated and experienced Technical Lead to join our Help Desk team. In this role, you will be responsible for overseeing the daily operations of the help desk, providing guidance and support to team members, and ensuring exceptional service delivery to our users. You will act as a bridge between technical teams and end-users, fostering a collaborative environment that prioritizes customer satisfaction and effective problem resolution. Responsibilities Lead and mentor a team of help desk technicians, providing training and support to enhance their technical and customer service skills. Manage escalated technical issues, ensuring timely resolution and effective communication with users. Collaborate with cross-functional teams to identify and implement process improvements that enhance service delivery. Monitor help desk performance metrics and provide regular reports to management. Develop and maintain documentation for troubleshooting procedures and best practices. Other duties as assigned. Qualifications Associates Degree in related field and 2 years related experience. In lieu of a degree, 3 additional years of related experience for a total of 5 years' experience may be substituted. Must be US Citizen U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q security clearance. Required Skills Proven experience in a technical support or help desk role, with a minimum of 3 years in a leadership position. Strong technical knowledge of hardware, software, and networking concepts. Excellent communication and interpersonal skills, with the ability to convey technical information to non-technical users. Demonstrated problem-solving abilities and a customer-centric approach. Proficiency in help desk ticketing systems and remote support tools. Two years of PC support, diagnostic/troubleshooting, & repair experience is required. Must have a working knowledge of PC operations which include Hardware, network settings, operating system, & MS Office applications. Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer). Ability to type 50 WPM Desired experience & skills: Experience with ITIL or other service management frameworks. Familiarity with project management methodologies. Ability to foster a positive team culture and promote professional development. Knowledge of emerging technologies and trends in IT support. Certification in relevant technical areas (e.g., CompTIA A+, Microsoft Certified Professional). About KeyLogic: Supporting critical missions at the intersection of data and science, KeyLogic provides mission management, systems analysis, data analytics, digital transformation, and cybersecurity to customers in the energy, federal civilian, and defense sectors, with a 20+ year portfolio of successes supporting DOE, DOC, EPA, DOD, DHS, FBI, and other federal agencies challenged with complex missions. We help our customers solve the world's most challenging problems with unsurpassed anticipatory service. KeyLogic employs over 600 team members, including systems designers, developers, data scientists, IT and cybersecurity specialists, engineers, mission experts, program managers, and more than 70 Ph.D. scientists. This multidisciplinary team works together solving challenging problems with anticipatory service-always staying one step ahead-benefiting our customers, and ultimately helping build a better world. We are committed to the success of each customer's mission. We care enough to make their mission our mission and their success our success. We take technical service delivery to a level above our peers. Our anticipatory service is best-in-class. KeyLogic is an Equal Opportunity/Equal Access Employer. KeyLogic is committed to a policy of non-discrimination against individuals on the basis of any legally protected status. If you need a reasonable accommodation for any part of the employment process, please contact us by email at Recruiting@KeyLogic.com and let us know the nature of your request and your contact information. Request for accommodation will be considered on a case-by-case basis. Job Code: 2545