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Details of Tier III Supervisor

Washington D.C.

ITCON Services is seeking to hire a customer service-oriented Tier III Help Desk Lead to provide oversight for the Tier III technical support to users in a prompt, efficient and accurate manner. The incumbent Tier III Help Desk Lead will provide third level Help Desk support and support the team and customers resolve complex technical issues. He or she will work closely with the Help Desk personnel, and development team during each step of the process. 

Job Responsibilities

  • Responsible for assigning helpdesk tickets, reporting to management, quality assurance, and metrics gathering using the ITSM reporting tools
  • Effectively communicate issues/maintenance notifications to the internal development team and customers
  • Incident/ Problem management and handling ticket escalation as appropriate to the various teams
  • Managing the Tier III team
  • Responsible for knowledge management & process documentation as relates to team responsibilities
  • Work with teams and customers to create and maintain detailed process documentation
  • Responsible for managing both internal and external service catalog, ticket escalations, and ticket resolution
  • Participation in MIS Change Management process
  • Liaison between Helpdesk staff, Tier 3, developers, and customers
  • Execute special projects as required by management team 

At ITCON, we offer competitive compensation, paid training and development opportunities, healthcare benefits that start on your first day, commuter benefits, work-life balance, and the opportunity to work alongside an amazing and growing team. 

This opening is for a full-time salaried position located in the ITCON Services headquarters in Southwest DC, steps away from L’Enfant Plaza metro station. Applicant must be a permanent resident or citizen of the United States and clearable for Public Trust clearance with the U.S Government.

Required Skills and Qualifications

  • Bachelor’s degree in Information Technology, Computer Science or equivalent
  • 2+ years demonstrated work experience as a team lead or manager in Tier II/III
  • 4+ years of Business Analysis, Management, or Tier II/III support experience, related to troubleshooting and resolving complex system-related issues, performing root cause analysis
  • Proven success in providing help desk support
  • Proficiency in English along with strong verbal and written communications skills
  • Intermediate SQL proficiency with a working knowledge of Oracle databases
  • Working knowledge of help desk software tools databases and remote control
  • Ability to provide attention to details and multi thread work
  • Advanced problem-solving skills

Desired Skills and Qualifications

  • ITIL v\.3 certification

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