The Role
The Customer Support Lead oversees the help desk team, ensuring efficient IT support projects, leading recruitment and training, and analyzing support patterns.
Summary Generated by Built In
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.
- 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
Astor & Sanders Corporation () 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
Top Skills
Help Desk
Itil
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The Company
What We Do
Astor & Sanders is an information technology and services company based out of 9900Belward Campus Dr, Rockville, Maryland, United States.
