Help Desk Lead

Support FEMA RMD (Risk Management Directorate) Risk MAP (Mapping Assessment & Planning) program consisting of approximately 20 systems under the CDS (Customer & Data Services) contract as a Tier 2 Help Desk Team Lead. The program is seeking a customer service oriented, polite, patient, and courteous team member who can clarify situations, troubleshoot complex questions and provide useful information and advice. Communication skills are vital, not solely to leave a positive impression, but also to bridge the gap between customer and technician.
Reviewing, troubleshooting and responding to Help desk incidents that come into the ticketing system.
Communicating with technical SMEs and Team Leads to provide status and updates.
Analysis of ticket queue to Indentify trends for improvement opportunities.
Managing the Help Desk Ticketing Queue (Assigning tickets, running reports) Operations Manager for FEMA Risk Map.