It Helpdesk And User Support - Lead - Government Services

HORNE is a professional services firm founded on a cornerstone of public accounting. As a top 25 business advisory firm, our 2,000+ team members serve clients from offices and project locations across the nation and Puerto Rico. Our Government Services practice is at the forefront of economic recovery programs nationwide with one of the most experienced and innovative teams anywhere. Our team provides program and project management, compliance, grant management, subject matter expertise and disaster recovery solutions needed to help government agencies affect positive change.
Job Responsibilities:

• Follow-up on support issues to ensure problems are resolved and service is improved.
• Assign work to technical staff to ensure timely and effective response
• Manage helpdesk and user support staff.
• Provide management reports on help-desk operations and issues regarding the support of Information Resources.
• Oversee desktop support requests and resolutions to determine trouble trends or problem support areas and to ensure support procedures are being followed.
• Conduct performance evaluations and monitor team performance.
• Train Information Services Specialists on operational procedures and troubleshooting techniques.
• Monitor helpdesk operations and escalate help-tickets to ensure client's problems are handled expeditiously

Required Education and Experience:

• 2 years' demonstrated leadership and supervisory experience in an IT related discipline with at least three years supporting a provisioning and deployment operation
• Bachelor's degree in Information Technology, Information Systems, or a closely related field OR equivalent combination of education and experience

Required Skills:

• Very strong written and verbal communication
• Demonstrated commitment to projects (ownership and accountability)
• High level of attention to detail
• Team leadership is the support of end user technology needs
• Desire to train others
• High energy and the ability to deal with a variety of technical issues simultaneously

Experience in the following preferred:

• MS Office
• MacOS
• Windows 10
• Exchange/Outlook
• Support Ticketing software
• Inventory Management
• Office 365

HORNE Values…

• A forward thinking, anticipatory professional driven by a passion to pursue your full potential and dreams.
• An inclusive culture that promotes career/life integration and invests in developing people in areas of focused expertise.
• A work environment that promotes collaboration, consistency, and community service to empower people.

HORNE Offers…

• A team of professionals grounded in strong, personal relationships and a sense of belonging to a common purpose for adding value and making a difference.
• An unrivaled distinctive, special culture that values collaboration, innovation, and positive energy which HORNE calls “Deliver with Care.”
• A dedicated team of individuals from diverse backgrounds working together to leave our clients better than we found them.
• “Fearless Unrivaled Flexibility” – It’s about results, not the hours you work.

The firm you’ll be joining is a decidedly different business advisory firm. HORNE goes beyond traditional accounting to collaborate, advise, and align with clients to transform rapid change and uncertainties into opportunities for growth and profitability.
We are a team that focuses on reaching our full potential, rewards high performance, and prioritizes leadership development for every team member. HORNE emphasizes health and personal development through our multiple wellness programs, and we pride ourselves on offering "unrivaled flexibility". Despite our size, HORNE takes time to recognize, support, and celebrate one another's successes, working together for the highest good. Come join us at team HORNE!