Help Desk Team Lead

Lawrence Berkeley National Lab’s (Berkeley Lab) Information Technology Division has an opening for a Help Desk Team Lead  to join the team.

In this exciting role, you will oversee the Help Desk Team, made up of specialists who directly support the scientific mission of Lawrence Berkeley National Lab. The Help Desk Team provides technical assistance to Berkeley Lab personnel by phone, email, chat and remote support tools, and is the primary means of interacting with IT Support for most employees. The team engages daily with staff from a wide range of disciplines, including students to craftspeople to Nobel prize winners. The Help Desk works with members of all IT groups, and must be familiar with an extremely broad range of services and technologies.

Under supervision of the IT Support Services Group Lead, the Help Desk Team Lead will provide technical oversight to a team of Help Desk Specialists. This position will oversee the delivery of technical and customer support services to Berkeley Lab personnel and ensure Service Level Agreements are met. They will develop and monitor service delivery metrics to ensure that the Help Desk Team is operating in accordance with established procedures and best practices, and oversee a continuous service improvement process. They will monitor logs, reports and trends in problem reports, and advise IT management on strategies and enhancements to improve customer outcomes. This position will plan and execute technical projects to implement new tools and processes to improve Help Desk operations, and will evaluate, hire, and train talented personnel for the efficient operation of this vital team.

What You Will Do:

• Provide direct supervision to a team of Help Desk System Specialists, including assigning and evaluating work, coaching, and performance management.
• Provide technical support to users of Berkeley Lab IT services, especially with workstation support, networking, security, and account management.
• Track and monitor support delivery metrics, and manage escalation procedures to ensure service levels are maintained.
• Oversee the publication of Knowledge Base articles in accordance with industry best practices.
• Plan and execute service and technology improvements using project management principles, with well-documented deliverables and regular communication.
• Serve as an expert resource for common office and consumer applications.
• Serve as an expert resource regarding IT Support tools and systems, including ticketing systems, knowledge base tools, and call center systems.
• Hire, train and develop Help Desk staff.
• Oversee the selection and intake of student interns on behalf of the IT College Internship program, and coordinate with other teams to manage intern assignments.
• Identify, research, and resolve complex technical problems.
• Coordinate and run team meetings, and contribute to broader department and group meetings.
• Solicit and synthesize end user feedback to facilitate IT strategic planning.

What is Required:

• At least  2 years experience supervising a technical support team.
• Associate’s Degree in an IT-related discipline, or equivalent experience.
• Extensive experience providing ticket-based customer support using systems such as ServiceNow, Jira, ZenDesk, or FreshService.
• Proven ability to develop expertise in a wide range of computing issues through research and hands-on practice.
• Excellent diagnostic and problem-solving abilities.
• Strong relationship management and performance management skills.
• Familiarity with support-related service and performance metrics and KPIs.
• Ability to prioritize and execute tasks and projects in a dynamic environment.
• In-depth knowledge of Windows and Mac hardware deployment, configuration, and diagnostics.
• Knowledge of a wide range of computer software including operating systems and office productivity suites such as Microsoft Office and Google Workspaces.
• Knowledge of cyber security principles and best practices, including account management, multi-factor authentication (MFA), single sign on, malware protection, and safe browsing habits.
• Knowledge of networking principles and ability to troubleshoot network problems.
• Exceptional written and oral communication skills, with an ability to communicate technical concepts to non-technical users.

Preferred:

• Certification in Help Desk management.
• Experience using Service Level Agreements to manage user expectations.
• Familiarity with telecommunications systems including PBX and call center systems.
• Knowledge of Active Directory domain concepts, including Windows authentication, account management, GPOs, and security concerns.
• Familiarity with Knowledge Management principles, and experience overseeing the maintenance of a knowledge base.
• Knowledge of ITIL principles and practices.

Notes:

• This is a full-time career appointment, exempt (monthly paid) from overtime pay.
• This position will be hired at a level commensurate with the business needs and the skills, knowledge, and abilities of the successful candidate.
• This position may be subject to a background check. Any convictions will be evaluated to determine if they directly relate to the responsibilities and requirements of the position. Having a conviction history will not automatically disqualify an applicant from being considered for employment.
• Work may be performed on-site, hybrid, or as full-time telework. The primary location for this role is Lawrence Berkeley National Lab, 1 Cyclotron Road, Berkeley, CA. Work must be performed within the United States. Individuals on a full-time telework schedule must reside within 150 miles of Berkeley Lab.

Based on University of California Policy - SARS-CoV-2 (COVID-19) Vaccination Program and U.S Federal Government requirements, Berkeley Lab requires that all members of our community obtain the COVID-19 vaccine as soon as they are eligible. As a condition of employment at Berkeley Lab, all Covered Individuals must Participate in the COVID-19 Vaccination Program by providing proof that vaccination requirements have been met or submitting a request for Exception or Deferral. Visit covid.lbl.gov for more information.

Berkeley Lab is committed to Inclusion, Diversity, Equity and Accountability (IDEA) and strives to continue building community with these shared values and commitments. Berkeley Lab is an Equal Opportunity and Affirmative Action Employer. We heartily welcome applications from women, minorities, veterans, and all who would contribute to the Lab's mission of leading scientific discovery, inclusion, and professionalism. In support of our diverse global community, all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status.

Equal Opportunity and IDEA Information Links: Know your rights, click here for the supplement: Equal Employment Opportunity is the Law and the Pay Transparency Nondiscrimination Provision under 41 CFR 60-1.4.