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Position Title: Service Desk Lead - 3rd Shift Location: Sterling, VA # of Openings: 1 Required Clearance: Secret Work Status: US Citizen Contract duration: Base year + 6 (1 - year options) Experience: Two or more years working with Service Now CRM or similar and/or ticket/incident logging systems (preferred). Education: Bachelor's Degree or equivalent combination of education, training or work-related experience. Summary: Knowledge Management, Inc. (KMI) is seeking a Service Desk Lead to join our team of qualified and diverse individuals. The qualified applicant will become part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). This initiative is intended to provide IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally. The Service Desk lead will be a member of the CA/CST CAEIO Service Center team, responsible for working closely with CAEIO contractors, DOS leadership and business stakeholders to monitor Service Desk shift performance, provide incident intake processing oversight, and ensure timely incident escalation. Responsible for direct oversight of daily operations of the analyst and works directly with the Senior Service Desk Lead and Service Desk Managers. Supervises, coordinates, provides leadership to analysts and reviews the work of assigned staff to enhance client satisfaction. Interacts with other team members within the escalation path, such as network services, applications II, database and Infrastructure services to restore services and/or identify and correct the core problem. Follows the direction of the Senior Service Desk lead and takes prompt action to field customer support request via MS Teams and via email. Responsibilities: - Assist Service Desk Managers by supervising and leading the service desk to cover primarily during the 3rd shift but schedule. Leadership coverage may include weekends, holidays as needed.
- Develops strong familiarity of the Service Desk Incident Management processes and procedures to meet client expectations and gain the confidence of the Tier 1 shift analysts.
- Oversees all daily activities with the Team Chat and coordinates operational activities for Service Desk leadership and the government client.
- Uses technical acumen to proactively analyze routine situations. Review incoming requests, critical incident handling, outage notifications, and client request for prioritization of prompt action.
- Provides leadership assistance, guidance and coaching to other staff members and intervenes when necessary to aid staff in resolving issues.
- Confirms weekend government Critical Incident Manager (CIM) schedule, as well as, the schedules of the Service Desk.
- Reviews and gain approval of shift turnover reports prior to distribution to government.
- Actively participates in the incident creation process to build/maintain subject matter expertise and assist the team with ticket logging, as necessary.
- Performs ad-hoc duties as needed by the Service Desk Senior Leader and Managers.
QUALIFICATIONS Required Qualifications: - ITIL Certification v3 or v4 required.
- Experience leading daily operations within an ITIL help desk/service desk 24/7 environment a plus.
- Capable of conducting coaching sessions
- Must be highly dependable.
- Strong written and verbal communication skills.
- Willingness to work on site in Sterling, VA
Benefits we provide At Knowledge Management, we care about every team member and offer a positive culture, competitive compensation, and a comprehensive benefits package including: Medical Insurance, Dental Insurance, Vision Insurance, Short/Long Term Disability Insurance, Group Term Life Insurance, 401k Retirement Plan, 11 Paid Federal Holidays, 80 hours paid vacation leave, 40 hours paid sick leave Equal Employment Opportunity Statement . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. COVID-19 Vaccination Requirement . Subject to applicable law, all prospective hires will be required to provide proof of COVID-19 vaccination (fully vaccinated) as a condition of employment. Reasonable accommodations based on medical proof or religious beliefs will be considered. E-Verify Statement . Knowledge Management, Inc. participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, KMI is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. Pay Transparency Non-Discrimination Provision. Knowledge Management, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) Disability Statement . Knowledge Management aims to be a supportive workplace in all aspects of diversity, including accommodating those with additional needs. If you have a disability and need reasonable accommodation or assistance at any point in the application or onboarding process, please email us at marie@knowledgemanagement.com .
- ID: #42071069
-
State: Virginia
Sterling
20163
Sterling
USA
- City: Sterling
- Salary:
USD
TBD
TBD
- Job type: Contract
- Showed: 2022-06-01
- Deadline: 2022-07-30
- Category: Security