Senior Help Desk SpecialistPlateau GRP is seeking an experienced and customer-focused Senior Help Desk Specialist to support a key U.S. Federal client in Lenexa, Kansas. This role serves as the primary on-site lead responsible for overseeing the daily operations of the IT Help Desk and ensuring exceptional service delivery to end users.The ideal candidate will possess strong technical troubleshooting expertise, leadership experience, and a deep understanding of federal IT support environments, ITIL service management principles, and ServiceNow operations.
This position requires the ability to manage escalations, support VIP and remote users, maintain SLA performance, and provide hands-on leadership to technical support teams.Key ResponsibilitiesLead and supervise day-to-day Help Desk operations supporting a U.S. Federal client environmentProvide end-to-end technical support and just-in-time user training for authorized users of IT servicesIdentify, research, troubleshoot, and resolve complex technical issues across hardware, software, network, and user environmentsCreate, manage, and enforce escalation procedures to ensure timely issue resolution and customer satisfactionMonitor service desk queues, incident trends, and performance metrics to maintain established SLAs and service objectivesDocument, track, and monitor incidents, requests, and problems through resolution using ServiceNowSupport remote users and VIP users with a high level of professionalism and responsivenessApply ITIL v4 concepts, practices, and procedures to improve operational effectiveness and service deliveryDevelop and refine service desk processes, workflows, and operational documentationCoordinate with project managers, engineers, cybersecurity personnel, and customer stakeholders to resolve technical issuesAssist with reporting, performance management, staffing coordination, and continuous improvement initiativesLead or direct the work of junior Help Desk personnel as neededEnsure compliance with federal IT security standards, policies, and operational proceduresTechnical SkillsServiceNowITIL Service ManagementIncident & Problem ManagementRemote User SupportVIP Executive SupportMicrosoft Windows & Office 365 environmentsActive Directory and account managementTicket queue management and escalation handlingSLA and performance reportingEducationBachelor's degree from an accredited college or universityExperienceMinimum 6 years of experience supporting an IT Help Desk or IT Support Services environmentMinimum 2 years of project management experience within an IT Service Desk or IT support services environmentMinimum 1 year of hands-on experience applying ITIL principles and best practicesMinimum 2 years of experience using ServiceNow for incident and service managementMinimum 1 year of experience managing teams of IT professionals supporting large-scale operationsMinimum 2 years of experience supporting U.S. Federal IT environments and operational standardsMinimum 2 years of experience working with Federal IT security requirements and compliance standardsLeadership & Customer ServiceDemonstrated experience interfacing directly with customers and stakeholdersStrong leadership, communication, and organizational skillsProven ability to manage competing priorities in a fast-paced support environmentExperience establishing support processes, defining service level objectives, and managing SLA performancePreferred QualificationsActive ITIL v3, ITIL 4, or ITIL 5 CertificationAdvanced ServiceNow experienceExperience supporting enterprise-level federal IT operationsExperience mentoring or supervising technical support staffPlateau does not accept unsolicited resumes from third-party recruiters without a signed third-party agreement.
Any unsolicited third-party resumes forwarded by recruiters to Plateau or to any of our managers or employees will be considered public information, may be treated as a direct application from the person identified in the resume, and will not be eligible for placement fee payment to the agency. EEO Statement: Plateau is an equal opportunity/affirmative action employer; all qualified applicants will receive consideration for employment without regard to age, gender, gender identification, sex, sexual orientation, color, race, creed, national origin, religion, marital status, parental status, citizenship status, ancestry, physical or mental disability, genetic information, veteran status, military status, or any other classification protected by federal, state, or local laws. Plateau is committed to providing access and reasonable accommodations for individuals with disabilities.
If you require reasonable accommodation, please email the Plateau HR Department at Plateau is a proud Equal Opportunity Employer! (M/F/Disability/Vets)