Help Desk Specialist III (Service Management Lead)

Agile Decision Sciences LLC is seeking an experienced and upbeat Help Desk Specialist III (Service Management Lead) to lead daily IT support operations for an Environmental Protection Agency (EPA) contract in Philadelphia, PA. This role is perfect for someone who thrives on delivering exceptional customer service, optimizing processes, and guiding a team of technicians to consistently high performance.  **Offer is contingent upon contract award   Work location: Onsite, Philadelphia  Clearance: Ability to successfully complete a government background investigation   Responsibilities Apply ITIL principles and their application in service management to work problems. Collaborate with IT managers, Business Process Partners and end users to establish processes and service level objectives consistent with defined service level expectations. Manage a team of IT professionals supporting a large AO with a mobile workforce.   Requirements Bachelor’s degree and 5 years of experience, or equivalent combination, managing IT Support Services with similar scope and complexity. ITIL principles expertise (note: Prefer one or more ITIL certifications) Excellent communication and customer-relationship skills with the ability to interface effectively with government stakeholders Experience coordinating technical projects or system implementations Strong problem-solving skills with the ability to balance technical, operational, and customer priorities Familiarity with Federal IT security requirements US citizenship to meet contract requirements and successfully complete a government issued background investigation