What are the responsibilities and job description for the Enterprise Service Desk Program Lead with DHS or HSIN background position at 3M Consultancy?
Job Title: Enterprise Service Desk Program Lead with DHS or HSIN background
Location: Remote.
Duration: Full-time.
The Position:
As the Technical Operations Lead, you will lead Tier 3 and operations support for a federal Enterprise Service Desk Program supporting over 100,000 users. You lead all Operations & Maintenance activities and contribute to the overall technical solution. This role oversees all day-to-day service operations and is the main point of contact for communications and collaboration between operations, technical entities, application vendors, engineering, and other technical teams. You will hold daily operation stand-up calls to provide metrics on all aspects of program operations.
Role Specific Duties:
Provide direct oversight of the Operations Support (Tier 3) teams
Monitor and assist in all day-to-day service operations
Ensure efficient and effective communication and collaboration between operations, technical entities, Application Vendors, Engineering, and other technical teams in support of overall programmission
Use appropriate channels of communication established during maintenance activities and unplanned outages
Oversee that all production applications are appropriately monitored and alerts properly configured to notify support personnel of system issues that breach defined benchmarks
Assist in system operations planning and strategy
Ensure application/system configurations are properly written, submitted, and documented.
Assist in the planning and execution of infrastructure changes impacting the HSIN System
Monitor system capacity and performance
Ensure new functionality or changes to the system meet stakeholder and user expectations.
Facilitate daily operational stand-up calls and provide metrics on all aspects of HSIN operations
Required Qualifications
5 years of experience performing in a technical lead or management role for an enterprise service desk
Strong communication and collaboration skills
Self-starter; works effectively and productively with limited supervision
Maintaining a strong work ethic and willingness to collaborate on a team is required
Excellent time management and organization skills
Ability to work in a time-sensitive environment and meet all deadlines
You have strong knowledge of Microsoft Word, Microsoft Excel, Microsoft SharePoint, Microsoft PowerPoint, Microsoft Teams, and Adobe Professional
US Citizens only. Candidates will have to undergo public sector MBI Clearance
Previous experience within DHS or supporting the HSIN network is preferred