Service Desk Lead (DHS SENS3)

Job Number:
Job Category:
Information Technology - Other
Yes, 10% of the time
Day Job
Potential for Teleworking:
Clearance Level Must Currently Possess:
Top Secret/SCI
Clearance Level Must Be Able to Obtain:
Top Secret/SCI
The Department of Homeland Security (DHS) has a continuing requirement for Secure Enterprise Network Systems, Services, & Support (SENS3) for the continued operations and maintenance and evolution of the Homeland Secure Data Network (HSDN) and the Classified Local Area Network (C-LAN). This requirement was previously called Enterprise Networked Services Support (ENSS). The candidate will perform as the Service Desk Lead on the SENS3 program. The candidate is required to lead operations that deliver transparent and proactive enterprise monitoring, incident resolution, and problem resolution that ensures the maximum availability of SENS3 services to the SENS3 user community. - Serves as primary contact for all customer escalations and facilitates and participates in monthly and quarterly activity and performance reviews with clients - Acts, in conjunction with other service delivery management, as a liaison between clients and Connection team, with regard to Help Desk services - Keeps clients and Connection management promptly apprised of any situations, circumstances, problems, trends, or issues regarding the Help Desk functions that reasonably warrant their awareness or involvement of which clients otherwise should reasonably be, or would reasonably expect to be, promptly informed - Provides guidance regarding industry best practices" and/or known trends as they apply to help desk support services and related deliverables Responsible for ensuring that all relevant documentation is accurate and up to date - Defines key goals and expectations for the service desk staff, in conjunction with the PMO - Ensures proper solutions and knowledge management best practices are followed, and integrate continual service improvement processes to continually refine and improve service desk performance - Understands the ITSM framework and identifies gaps in processes while offering solutions to fill them - Actively manages, oversees, coordinates, distributes workload, monitors, and reviews the day-to-day performance of Help Desk support resources, Technician Dispatch team and Depot Services support resources in such a manner as to consistently and reliably achieve the service levels - Trains, coaches and mentors Help Desk support resources - Establishes key metrics and develops / provides effective reporting of SLAs, KPIs, and trends - Manages the daily activities of the team and process / document escalation paths - Provides technical mentorship and coaching - Leads the process for staff process improvement plans, performance reviews, on-boarding and off-boarding - Ensures proper maintenance and administration of ticketing platforms and all aspects including forms, workflows, categories, etc.
- 7+ years experience providing Call Center and Tier support at Service Desk for technical and non-technical issues - 5+ years managing service desk team of 20+ personnel - Advanced Microsoft Office skills to include creating presentations, creating do - DHS Experience - Working knowledge of Microsoft technologies such as Active Directory, Exchange, SharePoint, SCCM, Skype - Good understanding of Virtualization Technologies particularly VMWare & HYperV - Good understanding of Enterprise Mobility Tech Bachelors degree from an accredited college in a related discipline, or equivalent experience/combined education, with 14 years or more of professional experience; or 12 years of professional experience with a related Masters degree. Considered an expert, authority in discipline.
Leidos Overview:
Leidos is a global science and technology solutions leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company's diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos is an Equal Opportunity Employer.
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