-
Deputy Technical Operations Center Lead
2 weeks ago
CACI Arlington, United StatesDeputy Technical Operations Center Lead · Job Category: Project and Program Management · Time Type: Full time · Minimum Clearance Required to Start: None · Employee Type: Regular · Percentage of Travel Required: None · Type of Travel: None · - * · CACI is seeking a Deputy Operati ...
-
Commercial Strategy Deputy Team Lead
3 days ago
Systems Planning and Analysis, Inc. Arlington, United StatesOverview: · Systems Planning and Analysis, Inc. (SPA) delivers high-impact, technical solutions to complex national security issues. With over 50 years of business expertise and consistent growth, we are known for continuous innovation for our government customers, in both the US ...
-
Deputy IT Program Lead/pm
3 weeks ago
General Dynamics Information Technology Chantilly, United StatesType of Requisition: · Regular · Clearance Level Must Currently Possess: · Top Secret SCI + Polygraph · Clearance Level Must Be Able to Obtain: · None · Suitability: · Public Trust/Other Required: · Job Family: · Systems Engineering · Job Qualifications: · **Skills**:Deliverables ...
-
Ground Development Deputy Lead
2 days ago
Northrop Grumman Dulles, United States Full timeRequisition ID: R · Category: Engineering · Location: Dulles, Virginia, United States of America · Clearance Type: Top Secret · Telecommute: No- Teleworking not available for this position · Shift: Days (United States of America) · Travel Required: Yes, 10% of the Time · Relocat ...
-
Service Desk Deputy Lead
3 weeks ago
ASM Research, An Accenture Federal Services Company Springfield, United StatesResponsible for supporting and leading Service Desk operations and multiple shift leads providing direction for sites within scope of contract. Responsible for designated lines of services to include Service Level Agreement (SLA) and Key Performance Indicator (KPI) metrics. Acts ...
-
Service Desk Deputy Lead
3 weeks ago
ASM Research Springfield, United StatesJob Description · Responsible for supporting and leading Service Desk operations and multiple shift leads providing direction for sites within scope of contract. Responsible for designated lines of services to include Service Level Agreement (SLA) and Key Performance Indicator ( ...
-
Service Desk Deputy Lead
3 weeks ago
ASM Research Springfield, United StatesJob Description · Responsible for supporting and leading Service Desk operations and multiple shift leads providing direction for sites within scope of contract. Responsible for designated lines of services to include Service Level Agreement (SLA) and Key Performance Indicator ( ...
-
Deputy Red Team Lead
5 days ago
JANUS Research Group Andrews AFB, United StatesJANUS Research Group is seeking a **Deputy Red Team Lead / Operations Planner** in support of HQ USAF Sponsored and Supported Wargaming. Primary location is Joint Base Andrews, MD with occasional visits to Joint Base Anacostia-Bolling and The Pentagon. · The Contractor will condu ...
-
Compliance Deputy Lead
1 week ago
Gridiron IT Arlington, United StatesGridiron IT is seeking a Compliance Deputy Lead to support a federal program in Washington, DC.Plan, coordinate, and lead team to provide information system security expertise to ensure the appropriate operational security posture is maintained for information systems. Responsibl ...
-
Compliance Deputy Lead
1 week ago
Gridiron IT Arlington, United StatesGridiron IT is seeking a Compliance Deputy Lead to support a federal program in Washington, DC. · Plan, coordinate, and lead team to provide information system security expertise to ensure the appropriate operational security posture is maintained for information systems. Respon ...
-
Security Deputy Lead
1 day ago
STR Arlington, United StatesJob Description · Job DescriptionOverview: · The Security Deputy Lead plays a critical role in helping STR achieve its business objectives as part of the Security Group Leadership team. This position encompasses customer engagement, business development support, strategic plannin ...
-
Privacy Deputy Lead
3 weeks ago
Arlo Solutions LLC Arlington, United StatesJob Description · Job Description**This opportunity is contingent upon award** · Company Summary · Arlo Solutions (Arlo) is an information technology consulting services company that specializes in delivering technology solutions. Our reputation reflects the high quality of the t ...
-
Ground Development Deputy Lead
1 day ago
Northrop Grumman Dulles, United StatesRequisition ID: R · Category: Engineering · Location: Dulles, Virginia, United States of America · Clearance Type: Top Secret · Telecommute: No- Teleworking not available for this position · Shift: Days (United States of America) · Travel Required: Yes, 10% of the Time · Relocat ...
-
Deputy IT Program Lead/PM
3 weeks ago
General Dynamics Information Technology Chantilly, United StatesEnsure the safety and security of our nation as a Deputy Technical Lead/IT Program Manager at GDIT. You'll apply the latest technology and provide operational support to deliver actionable intelligence for the Intelligence Community. Here, your work will have meaning and impact a ...
-
Deputy IT Program Lead/PM
2 weeks ago
General Dynamics Information Technology Chantilly, United StatesEnsure the safety and security of our nation as a Deputy Technical Lead/IT Program Manager at GDIT. You'll apply the latest technology and provide operational support to deliver actionable intelligence for the Intelligence Community. Here, your work will have meaning and impact a ...
-
Ground Development Deputy Lead
1 day ago
Northrop Grumman Dulles, United StatesAt Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people's lives around the world today, and for generations to come. Our pioneering and inventive spirit has enabled us to be at the forefront of many technological advanc ...
-
Deputy Red Team Lead
2 days ago
Janus Research Group Andrews Air Force Base, United StatesJANUS Research Group is seeking a Deputy Red Team Lead / Intel Planner in support of HQ USAF Sponsored and Supported Wargaming. Primary location is Joint Base Andrews, MD with occasional visits to Joint Base Anacostia-Bolling and The Pentagon. · **Position is subject to contract ...
-
Deputy PM Technical Services Lead
1 week ago
Three Saints Bay Washington, United StatesShearwater, a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a Deputy PM Technical Services Lead with a CBP Background Investigation to join our Team in Washington, DC. Position Requirements: * * Bachelor's Degree related to t ...
-
MITRE Corporation fort meade-annapolis junction, United StatesWhy choose between doing meaningful work and having a fulfilling life? At MITRE, you can have both. That's because MITRE people are committed to tackling our nation's toughest challenges-and we're committed to the long-term well-being of our employees. MITRE is different from mos ...
-
Deputy Site Lead and Technical Writer/Editor
1 week ago
SGI Global, LLC Washington, United StatesSGI Global is seeking a Deputy Site Lead with Technical writing skills to support the Department of Homeland Security, Countering Weapons of Mass Destruction Office (CWMD) Watch Operations. The CWMD watch coordinates, shares, and performs analysis on relevant operational informat ...
Service Desk Deputy Lead - Springfield, United States - ASM Research, An Accenture Federal Services Company
Description
Responsible for supporting and leading Service Desk operations and multiple shift leads providing direction for sites within scope of contract. Responsible for designated lines of services to include Service Level Agreement (SLA) and Key Performance Indicator (KPI) metrics. Acts as the liaison between Shift Leads, Service Desk Lead, and client leadership. Provides and manages escalation support as it relates to designated service line. Ensures service lines execute on all deliverables. Combines demonstrated technical qualities with exceptional customer service in daily responsibilities. Deliver Information Technology Infrastructure Library (ITIL) service operations processes of problem, change, configuration, incident, and release management. Specialize in the delivery of one of the processes or provide management and coordination across multiple processes.
**Duties and Responsibilities**
+ Manages technical support staff, ensuring all incidents are properly documented, tracked and resolution occurs within client SLAs.
+ Responsible for ensuring operational process and procedures are being followed for designated shift leads, taking any needed corrective actions as required.
+ Responsible for taking feedback and any escalations communicated by counterpart within the program leadership; documents feedback and escalations and take or recommend actions to address.
+ Monitor shift lead queues daily and provide feedback to shift leads to improve operational services.
+ Leads efforts in setting goals and objectives for the Service Desk operations organization.
+ Facilitates the day-to-day management of customer problems/requests/issues.
+ Identifies and recommends areas which need to be addressed by new or streamlined procedures.
+ Performs follow up on incidents and escalations with customers as needed to ensure customer satisfaction.
+ Develops and maintains knowledge of customer and customer specific business environment. Ensures staff acquires customer specific skills and knowledge.
+ Provides leadership and direction to team as required. This includes training, evaluations, staffing, scheduling, time reporting and other HR issues, as appropriate.
+ Maintains an informed status of operations by attending and briefing customer meetings, as appropriate.
+ Clearly defines and communicates roles and expectations to manage team.
+ Responsible for monitoring team performance and behavior, coaching, mentoring, and taking disciplinary action as appropriate.
+ Develop and communicate necessary policies, procedures, standards, and processes that promote productivity and effective resource utilization.
+ Demonstrated competence within Microsoft Azure, managing Virtual Machines (VMs), network Security Groups (NSGs), Resource Groups, Virtual Networks (VNETs) and Subscription.
**Other Job Responsibilities**
+ Supervise staff responsible for first level technical support, ensuring all incidents are properly documented, tracked and resolution occurs within client Service Level Agreements.
+ Responsible for scheduling, including vacations, training, and sick leave.
+ Assists with taking customer calls as needed.
+ Assists with setting goals and objectives for the Service Desk Operations organization.
+ Facilitates the day-to-day management of customer problems/requests/issues.
+ Monitors incidents and ensures that Service Level Agreements are met.
+ Identifies and recommends areas which need to be addressed by new or streamlined procedures.
+ Performs follow up on incidents with customers as needed to ensure customer satisfaction.
+ Develops and maintains knowledge of customer and customer specific business environment.
+ Ensures staff acquires customer specific skills and knowledge.
+ Supervises and/or works on project work as appropriate. Provides support for new business transition activities as required.
+ Provides leadership and direction to staff as required. This includes training, evaluations, staffing, time reporting and other HR issues, as appropriate.
+ Maintains an informed status of operations by attending meetings, conferences and focus groups as appropriate.
+ Clearly defines and communicates roles and expectations to supervised personnel.
+ Responsible for monitoring employee performance and behavior, coaching, mentoring and taking corrective action as appropriate.
+ Recognize and value the contribution of supervised staff, recommending promotions, compensation, and termination.
+ Assists in developing and communicating the necessary policies, procedures, standards and processes that promote productivity and effective resource utilization.
+ Overall responsibility for leading the program, department, or functional area as designated.
+ Oversees. directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.
**Minimum Qualifications**
Bachelors degree, or equivalent relevant work experience
CompTIA Security+ certification required
ITIL certification preferred
5+ years Personal Computer experience including customer support or Service Desk
Experience with an incident tracking system desired
**Required Clearance Level**
Active TS/SCI
**Other Job Specific Skills**
+ Service Desk background
+ Understanding of Service Desk metrics and how they are applied to Operate / Supervise a service desk.
+ Excellent customer service skills
+ Excellent communication and interpersonal skills
+ Strong Leadership skills
+ Ability to remain calm and courteous in periods of stress
+ Ability to work on several problems simultaneously
+ Ability to work with broad range of experience levels
+ Organized/strong administrative skills
+ Willingness to work overtime and varying hours as required
+ Basic operations and network skills
+ Ability to organize staff and supervise workload for maximum efficiency
+ Willingness to travel as required
Service Desk Deputy Lead professionals in Springfield
-
Roshaan “khanondrum” Khan
Product Manager | Blockchain
-
Joseph Fitzpatrick
High School Student