Service Desk Team Lead

Aireon - McLean, VA

Full-time - Mid Level

McLean, VA

Telecommunications

About the position

The Service Desk Team Lead at Aireon is responsible for managing the daily operations of the service desk, ensuring high standards of customer service and system performance. This role involves leading a team, coordinating activities, and maintaining quality improvement initiatives. The Team Lead must possess strong communication skills to effectively represent the team and collaborate with various stakeholders, ensuring the service desk is recognized as a vital component of Aireon's success.

Responsibilities

• Manage daily operations of the service desk and the service desk team.
• Support system performance and ensure customer service expectations are met.
• Build a cohesive team and manage individual performance and attendance.
• Monitor overall network health and performance, making adjustments as needed.
• Communicate service changes and repairs to end users and stakeholders.
• Ensure detailed logging of operations reports and satisfactory completion of Occurrence Reporting.
• Maintain understanding of industry standards and best practices for service management.
• Collaborate with engineering, network operations, and contractors to ensure operational quality.
• Document, audit, and improve all processes used by the service desk.

Requirements

• High school diploma or equivalent is required.
• 3+ years of experience in Command Center Operations or similar, with at least 1 year certified on Aireon Service Desk.
• Experience with and understanding of Service Level Agreements (SLAs).

Nice-to-haves

• Bachelor's degree in computer science or related field.
• Experience in air traffic control, flight operation, or safety training.
• Foreign language experience.
• Experience with aviation, aerospace, military, government, safety, and security.

Benefits

• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life Insurance
• Short Term and Long Term Disability
• Education Assistance and Tuition Reimbursement
• Paid Time Off, Sick Leave, Floating Holidays
• Paid Parental Leave
• Company Sponsored Events
• Employee Referral Program