Jobs
>
Arlington

    System Operations Service Desk - Arlington, United States - Epic Systems, Inc,

    Epic Systems, Inc,
    Epic Systems, Inc, Arlington, United States

    4 weeks ago

    Default job background
    Description

    Must have an active Secret clearance and be able to obtain a TS/SCI clearance and DHS Suitability


    Job Title:
    System Operations (SysOps) Service Desk (SOSD) Deputy Manager

    Work Location:
    Arlington, VA

    Epic Systems is supporting a U.S.

    Government customer on a large mission-critical development and sustainment program to design, build, deliver, and operate a network operations environment, including introducing new cyber capabilities to address emerging threats.

    Epic is seeking a System Operations (SysOps) Service Desk (SOSD) Deputy Manager who reports to the Director of Technical Services.

    The SOSD Manager is expected to be process-oriented and accountable for the overall success of the SysOps Service Desk.


    Responsibilities Include:

    • Manage SOSD team consisting of up to 24 watchstanders
    • Communicate policies, expectations, and feedback to SOSD staff
    • Facilitate a highperformance team environment and employee engagement
    • Provide performance feedback and corrective action to direct staff
    • Lead activities of SOSD staff to diagnose and resolve client problems
    • Guide SOSD staff on diagnosis of potential problems and resolutions
    • Field escalated customer issues and resolve or refer to specialized experts as needed
    • Guide and coordinate projects requiring scheduling
    • Monitor and report the status of tickets and tasks assigned to the SOSD and ensuring items are coordinated, logged, tracked, and resolved appropriately.
    • Provide input on process improvements and contribute to the technology road map for the strategic plan
    • Perform metrics trend analysis and reporting, guide resultant process improvement.
    • Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards
    • Provide guidance and training; may guide other staff
    • Provide backup duties to the SOSD Government Lead
    • Work support tickets as needed
    • Evaluate and provide input regarding employee performance
    • Conduct one on ones with staff to address training needs, set expectations, and facilitate a 2way dialogue regarding the employee experience
    • Maintain SOSD schedule for a 24x7 365 support with twoperson integrity (TPI)
    • Other duties as assigned and required.

    Required Skills:

    -
    Must have an active Secret clearance and be able to obtain a TS/SCI clearance

    • Must be able to obtain DHS Suitability 8+ years of applicable, handson experience

    - Experience managing/supervising a Service Desk environment

    • Excellent verbal, written, and interpersonal communication skills, including ability to effectively communicate with internal and external customers
    • Must be able to manage multiple priorities in an efficient manner
    • Understanding of general help desk procedures, company processes, etc.
    • Ability to design and implement effective policies to achieve consistent team results.
    • Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices

    Desired Skills:

    • Excellent computer proficiency (MS Office Word, Excel and Outlook)
    • Understanding of the technology landscape (cloud computing, hardware, Microsoft infrastructure, etc.) highly preferred.
    • Familiarity with Information Technology Service Management (ITSM) ticketing systems (ServiceNow) required.
    • Efficient delegation and task prioritization
    • Ability to interview and select employees in accordance with company guidelines and Equal Employment Opportunity Commission (EEOC) commitments
    • Ability to coordinate and facilitate staff training
    • Ability to provide feedback, coach employee performance, and effectively implement disciplinary action as needed
    • Ability to manage and resolve conflicts as they arise

    Desired Certifications:

    ITIL certification


    Required Education:


    Bachelor s degree in the related field. HS Diploma with 22 years of directly relevant experience.
    System Operations Service Desk (SOSD) Deputy Manager - Must have an active Secret clearance
  • Paul Mitchell Schools

    Service Desk Coordinator

    2 days ago

    Paul Mitchell Schools Arlington, United States $16.50 - $19.00 per hour

    Service Desk Coordinator · Paul Mitchell The School - Arlington is seeking a qualified Service Desk Coordinator to join our family With over one hundred schools nation-wide, Paul Mitchell Schools is growing faster than ever. · Service Desk Team Member Role · The responsibili ...

  • Govcio LLC

    Service Desk Analyst

    1 week ago

    Govcio LLC Arlington, United States Full time

    Overview: GovCIO is currently hiring for a Senior Service Desk Analyst to provide Tier 3 Help Desk operations for a government enterprise application. This position will be located in Arlington, VA and will be a fully on-site position. The Senior Service Desk Analyst provides tec ...

  • Paul Mitchell Schools

    Service Desk Coordinator

    4 weeks ago

    Paul Mitchell Schools Arlington, United States

    Paul Mitchell The School - Arlington is seeking a qualified Service Desk Coordinator to join our family With over one hundred schools nation-wide, Paul Mitchell Schools is growing faster than ever. · Service Desk Team Member Role · The responsibilities of working in a Customer ...

  • Govcio LLC

    Service Desk Analyst

    1 week ago

    Govcio LLC Arlington, United States

    Overview: GovCIO is currently hiring for a Senior Service Desk Analystto provide Tier 3 Help Desk operations for a government enterprise application. This position will be located in Arlington, VAand will be a fully on-site position. The Senior Service Desk Analyst provides techn ...

  • DMI (Digital Management, Inc.)

    Service Desk Analyst

    1 week ago

    DMI (Digital Management, Inc.) Arlington, United States

    · Service Desk Analyst · Job ID · Category · Infrastructure Support · Location · US-VA-Arlington · About DMI · DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybe ...

  • Datawiz

    Service Desk Anlayst

    2 weeks ago

    Datawiz Arlington, United States

    Job Description · Job DescriptionLOCATION: On-Site (ARLINGTON, VA) · This position will support a Government agency that requires US Citizenship · Datawiz Corporation is a Virginia based business incorporated in 1999. Datawiz is appraised at CMMI Level III for DEV & SVS by CMMI I ...

  • Stone Search

    IT Service Desk Supervisor

    6 days ago

    Stone Search Washington, United States Permanent

    IT Service Desk Supervisor · Hybrid Remote- Washington DC office · *US Citizens or GC Holders · The IT Service Desk Supervisor is responsible for managing the day-to-day operations of the service desk, ensuring that all requests for support are handled in a timely and efficient m ...

  • Intralox

    IT Service Desk Administrator

    3 weeks ago

    Intralox Washington, United States

    Laitram LLC Information Technology Services Department has an opening for an IT Service Desk Administrator reporting to the IT Technical Services Manager serving our Intralox Sparrows Point, Maryland facility. The primary responsibilities for this position include effective oper ...

  • Diligent

    Service Desk Analyst

    1 week ago

    Diligent Washington, United States

    About Us · Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization's GRC practices so the ...

  • ATD Technology LLC

    Service Desk Support

    2 weeks ago

    ATD Technology LLC Rosslyn, United States

    Job Description · Job DescriptionDescription: · The client is looking for a Service Desk Technician with an Active Top Secret Clearance for a National Security Program, located in Rosslyn, Virginia. The client is an IT service provider and solutions integrator headquartered in Vi ...

  • ActioNet

    Service Desk

    3 weeks ago

    ActioNet Arlington, United States

    · ActioNet is looking for a Service Desk First Shift (6am - 3pm) with an Active Secret Clearance for a National Security Program, located in Rosslyn, Virginia. ActioNet is an IT service provider and solutions integrator headquartered in Vienna, VA that works with the Federal Gov ...

  • Dynamic Solutions Technology LLC

    Service Desk Manager

    4 weeks ago

    Dynamic Solutions Technology LLC Washington, United States

    Job Description · Job DescriptionDynamic Solutions Technology, LLC, a premier strategic services firm that meets IT and Service needs for commercial and government clients, is seeking a full-time on-site Service Desk Manager. This position is in Washington, DC. · Responsibilities ...

  • Gunnison Consulting Group Inc

    IT Service Desk Manager

    2 weeks ago

    Gunnison Consulting Group Inc Washington, United States

    Job Description · Job DescriptionWe are seeking a motivated and customer-oriented IT Service Desk Manager to support our US Courts client. · Duties and responsibilities include: · As the IT Service Desk Manager for the National Service Desk (NSD), this role involves overseeing th ...

  • Fawkes Idm

    Service Desk Manager

    4 weeks ago

    Fawkes Idm Washington, United States

    Job Description · Job DescriptionResponsibilities: · Overseeing the day-to-day supervision of the firm's Service Desk Analysts to provide quality customer service to all of the firm's staff in support of the firm's IT Service Desk. · Supervising the DC Service Desk team. · Provid ...

  • BOOST LLC

    Services Desk Technician

    1 week ago

    BOOST LLC Washington, United States

    Job Description · Job DescriptionServices Desk Technician · BOOST LLC is a dynamic management consulting firm that offers an array of government-compliant back-office solutions to support our teaming partners within the GovCon space. Our consultants are experts in the areas of A ...

  • Gunnison Consulting Group Inc

    IT Service Desk Specialist

    2 weeks ago

    Gunnison Consulting Group Inc Washington, United States

    Job Description · Job DescriptionWe are seeking a motivated and customer-oriented IT Service Desk Specialist to support our US Courts client. · Duties and responsibilities include: · The IT Service Desk Specialist - Hosting Services is a crucial team member responsible for provid ...

  • Gunnison Consulting Group Inc

    IT Service Desk Specialist

    2 weeks ago

    Gunnison Consulting Group Inc Washington, United States

    Job Description · Job DescriptionWe are seeking a motivated and customer-oriented IT Service Desk Specialist to support our US Courts client. · Duties and responsibilities include: · The IT Service Desk Specialist - Access Services is a pivotal team member responsible for providi ...

  • Gunnison Consulting Group Inc

    IT Service Desk Specialist

    2 weeks ago

    Gunnison Consulting Group Inc Washington, United States

    Job Description · Job DescriptionWe are seeking a motivated and customer-oriented IT Service Desk Specialist to support our US Courts client. · Duties and responsibilities include: · The IT Services Desk Specialist is a key team member responsible for providing comprehensive supp ...

  • True RX

    Service Desk Technician

    13 hours ago

    True RX Washington, United States

    Join Our Team as a Service Desk Technician · Are you ready to be the frontline hero of IT support? Do you enjoy diving into tech challenges and making systems run seamlessly? If so, we want YOU as our next Service Desk Technician · Work in office: 100%; Work from home: 0% · Wh ...

  • Gunnison Consulting Group Inc

    IT Service Desk Specialist

    2 weeks ago

    Gunnison Consulting Group Inc Washington, United States

    Job Description · Job DescriptionWe are seeking a motivated and customer-oriented IT Service Desk Specialist to support our US Courts client. · Duties and responsibilities include: · The IT Service Desk Specialist - Office Productivity Services is a key team member responsible fo ...