Customer Support Lead (Help Desk)

Customer Support Lead

Astor & Sanders Corporation (Astor) is an award-winning IT solutions provider headquartered in McLean, VA seeking a Customer Support Lead. This is a full-time and onsite in DMV area.

Roles & Responsibilities:

• Provides operational leadership of the help desk team and the successful delivery of IT support projects.
• Overseeing the help desk team to ensure efficient, timely resolution of support requests and escalations. This includes recruiting, training, mentoring, and evaluating staff performance, as well as fostering a customer-focused culture.
• Planning, coordinating, and implementing projects such as software rollouts, system upgrades, and process improvements. This involves assigning roles, delegating tasks, and ensuring adequate resource allocation to meet project needs.
• Developing, documenting, and maintaining project and help desk processes, including project scope, objectives, work.
• Analyze support patterns and share the feedback with the development team
• Additional duties as assigned.

Requirements

• Bachelor’s Degree Required
• 10+ years of experience working in a Help Desk environment in a leadership role supporting the delivery of IT projects
• ITIL certification, preferably higher than Foundation
• Proven understanding of the basic concepts related to operating a Help Desk
• Experience analyzing support patterns and working with development teams
• Excellent communication skills, both oral and written
• Prior HHS experience is preferred

Benefits

Astor & Sanders Corporation (www.astor-sanders.com) offers a unique, stimulating and challenging environment that fosters individual growth and rewards performance. Astor & Sanders Corporation ( #Astor ) is an Equal Opportunity Employer.  

Some of our competitive benefits include: 

• Generous Paid Time Off (PTO) and all Federal Holidays off
• Comprehensive Health and Dental Insurance Coverage
• Retirement Savings Plan
• Pre-Tax Benefit Programs
• Wellness and Work-Life Support
• Professional Development
• Performance and Referral Bonuses
• Life and Disability Insurance