Help Desk Lead
Rome, NY 
Posted Today
Job Description
Help Desk Lead
Job Locations US-NY-Rome
Job ID 2021-5178

Abacus Technology is seeking a Help Desk Lead to provide technical support for the Air Force Research Laboratory (AFRL) Information Directorate. This is a full-time position.


Lead a team of help desk technicians providing Customer/Help Desk support for AFRL/RI and AFRL/RIOS. Provide Help Desk Tier 2 oversight and management that includes end user technical support for a variety of issues related to desktops, laptops, and mobile devices. Serve as the primary service desk point of contact for executive customer support to ensure immediate attention and support to senior leadership for service requests and issues. Provide mobile device support, including the administration of user accounts, device policy, troubleshooting and problem resolution, device issuance and replacement. Work with government management to approve requests regarding activation/reactivation of lines, change plans, adding services, or ordering new equipment.


5+ years' experience in IT service center management. Must be Help Desk Institute Support Center Manager (HDI-SCM) and ITIL v3 Foundations certified. Experience providing technical support including VIP service desk support. Experience managing ticket resolution ITSM, such as Remedy. Experience with mobile device management, including handling mobile device requests in accordance with AF policies, issuing devices, administering accounts, and troubleshooting mobile devices. Must have outstanding customer service and communications skills and ability to interact professionally within all levels of an organization. Must be a US citizen and hold a current Secret clearance.

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.



Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
5+ years
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