Skip to Main Content
← Back to Jobs

Help Desk Lead

Diligent Solutions Washington, DC
  • Posted: July 16, 2019
  • Full-Time

Role: Help Desk Lead
Location: Washington, DC
Type: Full Time / On site
Clearance: Top Secret / SCI
Overview:

  • The core competencies of the Help Desk Lead include outstanding leadership, communication, interpersonal and customer service skills, as well as advanced knowledge of the practices and procedures for project management and strategic planning.
  • An effective Help Desk Lead must also possess advanced knowledge customer products and services. They must also be dynamic public speakers and comfortable when interacting in both one-on-one and group settings, leading teams and liaising with different levels of management.
Duties will include:
  • Fosters and advocates for a customer-focused culture within customer toward activities, concentrating on those that most strongly contribute toward improving customer value;
  • Reviews and proposes changes to aspects of how Customer does business, which might require studying and analyzing team processes and dynamics;
  • Facilitates improvements, such as increasing product quality, improving Customer staff understanding and training;
  • Develops and documents knowledge and understanding of customers' needs, wishes and
  • requirements;
  • Proactively offers ideas and insights to improve the customer's issues and challenges;
  • Participates in a variety of Customer special projects, including explorations of system or process improvements, new technology or tools, and cross-team projects;
  • Liaises between Customer and its customers;
  • Assess customer needs through more personalized service;
  • Develops relationship strategies and programs that produce business value and favorable customer experiences;
  • Monitors customer satisfaction and recommends approaches Customer can implement to better serve its customers;
  • Pursues and escalates repeat or unresolved incidents impacting customer satisfaction with Customer products or services;
  • Responsible for conceptualizing and managing a diverse range of customer satisfaction campaigns and initiatives including idea generation and exploration, preparing and presenting proposals, overseeing the creative and production processes, and championing successful execution;
  • Analyzes outcomes/feedback in detail and draw insights and present results clearly to facilitate sound decision making on next steps; and
  • Periodically follows up with customers to ensure complete satisfaction and maximum utilization of Customer products and services.
Required qualifications will include:
  • Minimum 3+ years of specialized experience.
  • Excellent listening & collaboration skills;
  • Highly self-motivated and directed individual with strong negotiation & problem-solving skills;
  • Ability to manage through systems and influence partners;
  • Exceptional relationship-building skills;
  • Strong presentation skills;
  • Demonstrated planning/organizational skills; ability to plan for both the long and short term;
  • Ability to work on many issues at once and to prioritize work;
  • Demonstrated ability to develop strong working relationships with partners in the organization;
  • Ability to leverage resources to drive deliverables; and
  • Excellent analytical and problem-solving skills.
Hours:
  • Available during government closures and on weekends for special projects on as needed basis.
  • Available to take part in out of hours on call rotation.

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sexual orientation, religion, age, national origin, disability status or any other class protected by law. U.S. Citizenship is required for most positions.
Required qualifications will include:
  • Minimum 3+ years of specialized experience.
  • Excellent listening & collaboration skills;
  • Highly self-motivated and directed individual with strong negotiation & problem-solving skills;
  • Ability to manage through systems and influence partners;
  • Exceptional relationship-building skills;
  • Strong presentation skills;
  • Demonstrated planning/organizational skills; ability to plan for both the long and short term;
  • Ability to work on many issues at once and to prioritize work;
  • Demonstrated ability to develop strong working relationships with partners in the organization;
  • Ability to leverage resources to drive deliverables; and
  • Excellent analytical and problem-solving skills.
Hours:
  • Available during government closures and on weekends for special projects on as needed basis.
  • Available to take part in out of hours on call rotation.

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sexual orientation, religion, age, national origin, disability status or any other class protected by law. U.S. Citizenship is required for most positions.

Diligent Solutions

Address

Washington, DC
20044 USA

What email should the hiring manager reach you at?

By clicking the button above, I agree to the ZipRecruiter Terms of Use and acknowledge I have read the Privacy Policy, and agree to receive email job alerts.

What email should we contact you at once we get salary info from the hiring manager?

By clicking the button above, I agree to the ZipRecruiter Terms of Use and acknowledge I have read the Privacy Policy, and agree to receive email job alerts.

Our qualification feature is only available to registered members - what email address would you like for us to keep on file?

By clicking the button above, I agree to the ZipRecruiter Terms of Use and acknowledge I have read the Privacy Policy, and agree to receive email job alerts.