Service Desk Team Lead
Location: Portsmouth, NH.
Position Type: Full-time

Clearance: DoD Secret

Certification(s) Required: N/A

At TIME Systems, we do things a bit differently. We are on a mission to deliver innovative, value-driven Technology, Innovation, Management, and Engineering solutions and services by empowering people, focusing on leadership, and achieving results. We care deeply about collaboration, feedback, and iteration. Trust and respect are deeply rooted in our company culture. Our vision is to dominate in each core area, provide excellent employee benefits, and make a difference through active involvement in local charities.

We are an award-winning company and maintain several industry-leading certifications, such as CMMI Level 3 for Services and Development, and ISO 9001:2015. We have been consistently featured on Inc. Magazine’s “Inc. 5000 List”, a dynamic ranking of the most impressive and cutting-edge companies in America. TIME Systems is also on Syracuse University’s Institute for Veterans and Military Families (IVMF) “Vet 100 List”, which ranks the fastest growing veteran-owned business.

We see you. You’re looking for something more, something significant. You want to be inspired.

You’re a creative, detail-oriented, and focused individual who is competent and innovative in your field. You’re tenacious and ready to work in a fast-paced, high-growth work environment. You’re self-motivated and a quick learner. You like to help others and your listening skills help meet the customer’s Visual Information and Graphics needs accurately and efficiently. You want to work for a company that is doing big things, feels like a tight-knit community, and provides incentives to consistently pursue excellence.

Overview

TIME Systems is looking for an experienced career-driven Service Desk Team Lead to join our team. The Service Desk Technician (SDT) shall provide intermediate (Tier 2) technical assistance, support and advice to customers and users. This support will cover minor hardware, for example keyboard and common access card (CAC) reader hardware failures, software and systems problems.

Duties and Responsibilities

• 
  Respond to walk-in customers as well as to telephone calls, service tickets, and e-mail messages from customers seeking resolution of computer problems.

• Ensure the Service Desk Ticket system is utilized by contractors for all customer intakes and that tickets open for greater than 48 hours are elevated.

• Manage team’s work schedule, ensuring appropriate work is assigned to team personnel, and perform daily timekeeping for team personnel.

• Monitor team’s work performance and update TPOC on project status, urgent items, etc. Communicate job expectations to team personnel, and if needed, document incidents and report to TPOC.

• 
  Disseminate information to TPOC to ensure concerns or issues are addressed and resolved quickly to maintain the success of the PNS Service Desk.

• Ensure communication with end users, functional managers, stakeholders, and Management Team is timely and accurate.

• Spot-check work to ensure Help Desk Staff are knowledgeable and courteous.

Requirements

• Bachelor’s Degree or higher

• Secret security clearance.

• 8 years or more relevant experience.

• Excellent organization and oral and written communication skills.

• Security+ (CE)

Additional Requirements

• Occasional lifting of 25 pounds+ may be required.

• Other Duties as Assigned may change at any time

TIME Systems, LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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