Job Description
Job Description
Knowledge Management, Inc. (KMI) has the leadership and experience to deliver innovative technology, logistics and management solutions to meet real mission requirements. KMI is a Minority Business Enterprise (MBE) and Small Disadvantage Business (SDB) that specializes in Logistics, Warehouse Services, Distance Learning/Training, Enterprise Solutions, Financial Management Support, Program Management, Intelligence Analysis & Threat Assessment, and Data Analytics/Operations Research. Since 1998, our solutions and services have helped our clients improve performance, drive cost and operational effectives, and map technology needs for tomorrow's requirements.
Title: Help Desk Lead
Location: Fairchild Building, Washington, DC (Full-time onsite, 5 days per week)
Position: 1
Duration: Multi-year program
Start date: October
Salary: Please provide your salary requirement
Education/Experience: Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or related discipline; Minimum 5-8 years information systems management experience with increasing responsibilities, 3-5 years supervisory experience
Certification: Information Technology Infrastructure Library V4 (ITIL 4) certification; CompTIA A+, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI), or equivalent
This position is for a proposal with the United State Capital Police; current or previous experience is required. A Letter of Intent might be required to be signed to be submitted along with your resume.
Position Summary: The Help Desk Lead provides comprehensive management support and coordination for multi-tier Help Desk operations supporting over 3,200 users across Tier I, II, and III levels, including asset management responsibilities for user devices and technical equipment.
Required Qualifications:
- Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or related discipline
- Information Technology Infrastructure Library V4 (ITIL 4) certification at proposal submission
- Minimum 5-8 years information systems management experience with increasing responsibilities
- 3-5 years supervisory experience
- Industry-specific certification: CompTIA A+, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI), or equivalent
- Expert-level ServiceNow knowledge and experience
- Quality assurance environment experience including customer satisfaction tracking, user complaint monitoring, and quality control programs
- Advanced written and verbal communication skills with senior Government officials' presentation experience
Essential Responsibilities:
- Lead technical support teams across Tier I/II/III Help Desk operations
- Manage asset management activities for mobile devices, servers, switches, routers, wireless access points, and storage devices
- Coordinate broad-based technical support delivery to enterprise user base
- Oversee manpower utilization, training, problem resolution, and employee relations
- Ensure professional customer service standards and response protocols
Professional Standards:
- United States citizenship required
- Business casual attire unless specific tasks require alternative dress
- Professional appearance and conduct standards
- Confidentiality agreement compliance
- Building Access Card (BAC) proper utilization
Benefits: All full-time employees are eligible to participate in our benefits programs:
- Health, dental, and vision insurance
- 401(k) retirement plan
- Paid time off (PTO) and holidays
- Group Term Life and Accidental Death and Dismemberment Insurance
- Voluntary Term Life Insurance
- Short and Long-term disability insurance
Equal Employment Opportunity Statement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
E-Verify Statement. Knowledge Management, Inc. participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, KMI is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.
Pay Transparency Non-Discrimination Provision. Knowledge Management, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Disability Statement. If you have a disability and need reasonable accommodation or assistance at any point in the application or onboarding process, please email us at marie@knowledgemanagement.com.
Background Investigation Requirements:
- USCP-conducted criminal history check
- Fingerprinting and FBI database verification
- Completion of USCP Cybersecurity Awareness Training (CSAT) annually
- Acknowledgment of USCP Rules of Behavior for system access
- Information systems role-based security training as required