Tier III Service Desk (Senior Shift Lead)

Location: Laurel, MD
ApplyLogic is a fast-growing Veteran-Owned consulting firm, headquartered in Dunn Loring, VA. Our people are our greatest asset and our company culture is grounded on that belief. We offer challenging and interesting work in a friendly and supportive environment. We deliver best-in-class technical expertise to the Federal Government market through IT professional service contracts. 

We offer a competitive salary with a robust Fortune 500 type benefits package: employee assistance, employee adoption, 401K with match, medical, dental, vision, life, short-term and long-term disability, 15 paid time days off, 10 holidays, unlimited web-based training and up to $5K towards continuing education and/or professional development and more!
Founded in 2004, ApplyLogic is a Veteran Owned Small Business, ISO9001:2008 certified with over $7M annual revenues and 35 employees. Our growth has been recognized in the Washington Technology Fast 50 and the INC. 5000. We have an immediate Senior IT Service Desk position available in Laurel, MD.

Job Description and Responsibilities:
The Senior Service Desk Lead will assist in overseeing the Tier 3 Service Desk staff hybrid cloud infrastructure and its applications. The position will be responsible for monitoring and responding to incidents, escalations, customer service, coordination of all customer related activities including troubleshooting calls and scheduling of operations & maintenance activities.
This position supports the first shift and will be a four week rotation - 5 days on 2 days off
  • Work with the Service Desk Manager to develop and enforce Service Desk policies and procedures.
  • Manage, track, report, process and assign tickets daily and across shifts.
  • Responsible for opening, tracking and closing tickets.
  • Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).
  • Define and classify level, priority and nature of problem, request and/or issue.
  • Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.
  • Actively manage incident tickets and provide status updates on each ticket per SLA.
  • Collect information about incidents and problems to evaluate root causes. Report information and make recommendations to the Service Desk Manager, Operations Manager and other stakeholders.
  • Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.
  • Troubleshoot to determine problems for operating systems, applications, network, or mobile issues.
  • Ability to craft technical and professionally written outage notifications and updates to incident stakeholders.
  • Provide system and application diagnoses to remediate issues while engaging other teams as needed.
  • Conduct continuous improvement service desk support and update knowledge base as required.
  • Serve as service desk escalation support to customers, systems and application owners.
  • Support the development of KB articles for the all service desks agents.
  • Provide daily reporting and trending on ticketing.
  • Provide brown-bag and training sessions.
  • Coach, mentor and train staff.
Required Skills:
  • Experience managing Microsoft Windows 2012 R2 in a medium/large (500+ systems) domain environment
  • Extensive infrastructure and application support experience using Remedy or other ticketing and incident management systems.
  • Direct experience running small to medium service desk (over 7 agents).
  • Day-to-day fluency using Microsoft Active Directory to manage policies & user objects.
  • Experience troubleshooting, administering and using Red Hat Enterprise Linux 7.x.
  • Experience troubleshooting, administering and using Microsoft Windows 2012 R2.
  • Experience troubleshooting, administering and using Microsoft Windows Enterprise 7 & 10.
  • Knowledge of security policies and general vulnerabilities management.
Education and Certifications
  • Bachelor’s Degree and 7 years of experience
  • ITIL Foundation
  • RHEL
  • U.S. Citizenship
  • Public Trust, or must be able to obtain a Public Trust clearance
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ApplyLogic is an equal opportunity employer. The Equal Employment Opportunity Policy of ApplyLogic is to provide a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status or disability. ApplyLogic hires and promotes individuals solely on the basis of their qualifications for the job to be filled. ApplyLogic believes that associates should be provided with a working environment which enables each associate to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, religion, national origin, gender, sexual orientation, age, marital status or disability.