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Deloitte HELP DESK LEAD in Mechanicsburg, Pennsylvania

Senior Solution Specialist – Help Desk Lead – LAKE MARY USDC

Tier 1 Service Desk – Solution Analyst

Are you an experienced, passionate pioneer in technology – a solutions builder, a roll-up-your-sleeves Support Desk practitioner who wants a daily collaborative environment, think-tank feel and share new ideas with your colleagues - without the extensive demands of travel? If so, consider an opportunity with our US Delivery Center – we are breaking the mold of a typical Delivery Center.

Work you’ll do/Responsibilities:

Not only will you be joining a project team, you will be joining a team of resources dedicated to delivering client engagements from an off-site location focused on common tools, technologies, and methodologies.

The Help Desk Lead is responsible for:

  • Meeting client and program Service Level Agreement (SLA) for all user support request response and resolution metrics.

  • Identify and resolve compliance risks related to client industry standards.

  • The successful candidate will perform common tasks of user call processing, incident management service.

The Team

Our Systems Engineering team delivers large-scale software applications and integrated systems, and assists clients with architecture design, assessment and optimization, and definition. We develop service-oriented architecture (SOA) and other integration solutions to enable information sharing and management between business partners and disparate processes and systems, and we deliver technology enablement to support CIO services transformation.

Systems Engineering professionals focus on key client issues that impact the core business by maximizing operational value, driving down the cost of quality, and enhancing technology innovation. Our teams deliver a wide range of services, including application architecture design and optimization, application modernization, business process management and solution integration, custom application design and development, and large-scale technology delivery program efforts.


  • Primary Responsibilities include:

  • Support the Service Desk Manager in the general oversight of the Tier 1 Support Team

  • Act as shift supervisor over Tier 1 helpdesk technicians; provide a point of contact for customer escalations

  • Provide guidance to Tier 1 support technicians; disseminate critical information to team members

  • Identify training needs and lead training sessions with Tier 1 technicians

  • Drive positive morale and customer interaction amongst the Tier 1 team

  • Coordinate across multiple stakeholder groups to push service tickets to completion and meet Service Level Agreements

  • Demonstrated experience with managing a ticketing system (Remedy)

  • Provide administrative and technical direction to personnel

  • May provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

  • May respond to and triage queries via email and over the phone

  • May remotely install software and troubleshoot hardware and software issues

  • May provision user accounts; provide access to share drives, distribution lists, and group mailboxes

  • Have strong interpersonal communication skills

  • Certification: CompTIA Security

  • Legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

  • Active Secret Clearance required

  • Must be able to relocate or live in the Orlando, Florida area

  • Must be able to travel up to 20% (while 20% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice)

Preferred Skills:

  • Ability to clearly converse with customers at all levels

  • Have supported all levels of customer service to include VIP and elite support

  • Have held a team lead role previously

  • Experience with training staff and/or documenting SOPs

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

How you’ll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world.


At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits.

Deloitte’s culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte. (

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world. (

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Category: Software Engineering, Development & Testing

About Deloitte

As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.