Service Desk Lead

Job Title:  Service Desk Lead      

Location: Arlington VA

Clearance: DHS Suitability

Company/ Program Description:

Centuria, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has been delivering IT, Engineering, and Scientific solutions to the Federal Government since 2002. During our two decades of service, we have earned the trust and respect of our government clients for the simple reason that we have great people who are experts in their fields and take pride and ownership in everything they do.

Job Responsibilities:

·        Complies with ticket procedures, creating tickets immediately when contact is made with the customer, updating tickets immediately after working on the issue, and reviewing the tickets assigned daily

·        As part of a service desk team, handles daily maintenance and monitoring of managed hardware and software for CISA clients and customers, both classified and unclassified systems

·        Responsible for overseeing the TOC teams, including their performance, growth, and development.

·        Manage incidents and changes. Manage relationships with internal stakeholders. Foster customer relationships.

·        Manage the Call Center and Ticket Resolutions in accordance with the established SLAs

·        Comply with all ticket and call center metrics

·        Review tickets assigned daily and keep customers up to date on any and all changes

·        Build schedules/shifts and staff two service desk teams – 24x7 in Arlington VA and 16x5 in Pensacola FL

·        Deliver quality timely customer service while also meeting contract threshold metrics for phone and ticket resolutions

·        Deveops/supports and complies with established IT procedures (team and client usage)

·        Periodically reviews processes and procedures and client configurations for completeness, effectiveness and compliance with information assurance polices

·        For both the 24x7 and 16x5 service desks, ensures that program execution properly meets the requirements of the contract and develops policies and procedures to adjust program activities for customer satisfaction

·        Provide needed logistical and programmatic support to the Service Desk Leads and 35 service desk staff and ensure the highest level of performance and customer satisfaction

·        Empower team to be fully functional and productive by working in close cooperation across roles and functions, internal and external to the technology team

Job Requirements:  

At least 5 to 8 years of progressively responsible experience in service desk environments.  In addition, individual should have 3 years managing medium sized service desk teams.  Individual must have high degree of skills with the MS Office toolsets.

A high degree of interpersonal skill in working with various levels of technical and business-oriented individuals is required.  Prior experience in a government consulting services environment is preferred.

Candidate will work on-site.

Education

Bachelor’s degree in Computer Science or IT related field. 

Certifications

ITILv4 and HID Support Center Manager (HDI_SCM) certification is required.

Security Clearance

Must be suitable to work for DHS and be able to qualify for a DHS clearance.  Does not need a current DHS clearance