IT Service Desk Team Lead

Title IT Service Desk Team Lead EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. About the Organization IBEX IT Business Experts (IBEX) is an award-winning Professional Services firm specializing in Training, Certification, Learning & Development, Consulting, Support Services & IT Solutions.
IBEX IT Business Experts

IBEX is a proven reliable, responsive contractor with exceptional internal subject matter experts and an extensive network of qualified partners and consultants. Our focus is on supporting and promoting world-renowned, industry-recognized frameworks and standards. In doing so, we help our clients develop world-class, business-centric services and business change environments.

IBEX is an 8(a) and Women-Owned Small Business (WOSB), certified through the Small Business Administration (SBA) and the Women's Business Enterprise National Council (WBENC) respectively. In 2020, IBEX obtained ISO 9001:2015 certification for its Quality Management System. In 2021, the Inc. 5000 list identified IBEX as one of the fastest growing small businesses in America for the fourth year in a row.

IBEX has a strong level of past performance with IT Best Practices, Learning Solutions, and Support Services. Our consultants and trainers are highly sought after by clients including the COX Enterprises, US Army, US Air Force, Centers for Disease Control and Prevention (CDC), and National Aeronautics and Space Administration (NASA).

Category Information Technology Description

IBEX IT Business Experts (IBEX) is a nationally recognized project management, training, and professional services firm focused on supporting the needs of both Government and commercial sectors. In 2021, and for the fourth year in a row, IBEX was named to the INC 5000 list of fastest-growing companies. Additionally, we are a past recipient of the American Express 'On the Rise' Government Contractor of the Year award. In 2021, we were named to the Georgia Fast 40 list of fastest-growing companies in the state. IBEX has grown substantially year over year since its founding in 2012.

At IBEX, our core values are exemplified through our people, products, processes, and daily activities! If you have the skills, experience, and alignment with these core values, this position is for you!

• Passion for Success
• Intentionally committed to diversity of thought
• Inclusive of all people and perspectives
• Do the right thing, even when no one is watching
• Improving businesses & communities through collaborative solutions

Position: Service Desk (Team Lead)
Location: Kittery, Maine; onsite (Portsmouth Naval Shipyard)

Type: Full Time/Contractor/Pending Award

Schedule: 40 hrs; varied shifts Monday - Sunday; potential overtime

Job Summary: Lead an onsite IT Service Desk Team, providing excellent customer service internally to our client and their service members, to ensure cyber security.

Minimum Qualifications:

• Bachelor's Degree from accredited University or CNSSI or NTSSI4015 OR 4016
• Certified: GSEC or Security + (CE), SSCP and minimum of one of the following: MCDST, MCSA, Cloud+ or CCNA Security
• Secrete Clearance (current)
• 1+ year Managing a Customer Service Team
• 3+ years of Customer IT Support
• 4+ years Customer Service environment

Preferred Qualifications:

• Certified: GSEC or Security + (CE), SSCP and more than one of the following: MCDST, MCSA, Cloud+ or CCNA Security
• Experience in customer service environment to include a ticket system

Responsibilities:

• Provide onsite supervision for service desk team.
• Manage team's work schedule, ensuring appropriate work is assigned to team personnel, and perform daily timekeeping for personnel.
• Ensure quality of work amongst team, including being knowledgeable, and courteous.
• Ensure utilization of ticket system for all customer intakes and evaluate tickets open for more than 48 hours.
• Attend weekly meetings for status updates, safety, security, concerns and to disseminate pertinent information.
• Serve as liaison to communicate job expectations to team personnel.
• Review, update and maintain existing service desk team Standard Operating Procedures (SOP) and ensure team personnel are aware of changes SOPs and documentation.
• Ensure timely and accurate communication with all.
• Monitor progress toward goals.

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment.

Appearance: All personnel shall be attired in business casual clothing for daily work. Attire worn should always ensure employees safety from working conditions (long pants, appropriate

shirts and close toe shoes as required): on occasion, staff may be required to wear a business dress for certain activities.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

IBEX IT Business Experts, LLC (IBEX) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, IBEX?complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

IBEX?expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of IBEX's employees to perform their job duties may result in discipline up to and including discharge.

Full-Time/Part-Time Full-Time and/or Part-Time Location Exempt/Non-Exempt Non-Exempt Hiring Manager(s) Anthony Cordero

This position is currently accepting applications.