Smarthost Design Technologies
Service Desk Support Lead
Remote (Washington, District of Columbia, US)
Sponsorship not specifiedDetected 20 days ago
Inventory ManagementCustomer SupportRF EngineeringLeadershipCommunicationProblem Solving
About the role
- The Service Desk Support Lead will oversee the service desk operations to provide high-quality customer support for United States Capitol Police (USCP) users.
- This role involves managing and supervising a team of customer support representatives to ensure smooth and efficient service.
Responsibilities
- Provide timely and cost-effective technical support for the service desk portal, ensuring accurate inventory management of radio assets and accessories, as well as processing equipment requests and returns.
- Support the inventory software system by implementing coding edits and enhancements for improved performance.
- Assist with ancillary radio project support as needed.
- Develop and maintain documentation and technical checklists for preventive maintenance procedures, ensuring timely diagnosis and minor equipment repairs.
- Implement a comprehensive inventory management process to track and account for all equipment managed through the service desk.
- Introduce and maintain the use of RF-ID tagging and asset management for enhanced inventory tracking.
Nice to have
- As an SBA 8(a) small business, our customer base spans the commercial and public sectors.
- With over 15 years of experience providing cybersecurity, cloud, IT infrastructure, and helpdesk support services, our solution and customer satisfaction depends highly on our People strategy.
- As an ISO 2015 company, quality is at the heart of our processes.
- Radio frequency performance levels per device.
- Count of radio fleet devices that are out of service.
- Identification of failure conditions that require preventive measures to avoid recurrence.
- Number of serviced radio fleet devices over 30-, 60-, and 90-day periods.
- Overall fleet readiness for ad-hoc special event incident briefings.
Compensation
- Improve radio fleet management by enhancing preventive maintenance processes, device programming, and annual inventory compliance.
- Inventory of devices, parts, and associated components to ensure compliance during annual audits.
Benefits
- Medical Health insurance Dental Insurance 401(k) matching PTO Professional development assistance
- Range Schedule: Monday to Friday Work Location: Office and Remote Benefits: Medical Health insurance Dental Insurance 401(k) matching PTO Professional development assistance
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This listing is sourced directly from Smarthost Design Technologies's careers page and normalized into a canonical job model.