- Monitor and retain ownership for all tickets processed by the Service Desk to ensure successful resolution of service or incident tickets to include tickets escalated to Tier-2 and Tier-3.
- Collaborate with other Team Leads and manage assigned agents to ensure 75% of user support incident tickets are resolved at Tier 1 within required SLA timeframes.
- Ensure team receive, document, categorize, triage, route, and resolve end user IT requests and incidents tickets.
- Review and evaluate tickets for escalation and transfer to Tier 2 agent consistent with defined processes and procedures.
- Work with System Managers (SMs) to ensure requests have been reviewed and routed appropriately.
- Deliver Service Desk activity reporting using quantitative data and providing analysis and recommendations for increased efficiency based on SLA requirements.
- Work with end user to validate all Tier 1 and transferred-back Tier 2 and Tier 3 tickets are resolved prior to ticket closure.
- Collaborate with Service Desk Manager and other Service Desk Leads to ensure Tier 0 self-help material remain relevant to current operating practice and procedures.
- Work with agency mangers to facilitate approval and update of Service Desk documentation including SOPs and KMs.
- US. Citizen; eligible for U.S. Security Clearance.
- Bachelor's degree with 5 to 7 years, or master's degree with 3 to 5, or PhD with 0 to 2 years' experience is required.
- Must have experience with ServiceNow or other ITSM tools.
- Must be proficient in English.
- ITIL v.4 Certification
- Active Secret Security Clearance.
- $86,000 - $138,000. This represents the typical salary range for this position based on experience and other factors.
- An Equal Opportunity Employer including Disability/Veteran.
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Team Lead
2 weeks ago
Challenge Mfg. Company Washington, United StatesLocation : 1401 S. Washington, Holland, MI 49423 · Who We Are: · Challenge is a leading employee-owned tier 1 supplier of complex metal assemblies for the global automotive industry. Challenge fosters a culture of collaboration, diversity, and innovation. We believe the best idea ...
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Team Lead
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Amazon Washington, United StatesInc. is a US-based multinational electronic commerce company headquartered in Seattle, Washington. Jeff Bezos founded , Inc. in 1994 and launched it online in started as an online bookstore, but soon diversified, selling DVDs, CDs, MP3 downloads, computer software, video games, e ...
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Site Team Lead
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Platform Team Lead
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Cloud Team Lead
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Marathon TS Washington, United StatesMarathon TS is hiring a Cloud Team lead to support our client in the Washington, DC area. This is a 100% remote role, and the best candidate will have the following skills: Lead administration, operations, and support of AWS environment for an application to modernize API platfor ...
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Declassification Team Lead
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FedWriters Washington, United StatesDeclassification Team Lead (TS/SCI/CI Required) · Elevate your career as a Declassification Team Lead supporting the Defense Intelligence Agency (DIA). As the primary liaison between the Contractor and the Government, you'll lead the mission to declassify DIA records, both physi ...
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Retail Team Lead
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Party City Holdings Inc Washington, United StatesRetail Team Lead · in · Federal Way,WA · at · Party City Holdings Inc. · The PCHI family of companies is a global leader in the celebrations industry. We design, manufacture, distribute and sell celebration products, services and experiences. And we do it all, start to finis ...
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Team Lead, Engineering
2 weeks ago
Viant Washington, United StatesIrvine, CA / Los Angeles, CA / Seattle, Washington / San Francisco, CATechnology & Development – Engineering /Full-time /HybridWHAT YOU'LL DOThe core metrics team is a new engineering team we are setting up in Viant. · Check below to see if you have what is needed for this oppor ...
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Team Lead, Engineering
2 weeks ago
Viant Washington, United StatesIrvine, CA / Los Angeles, CA / Seattle, Washington / San Francisco, CATechnology & Development – Engineering /Full-time /HybridWHAT YOU'LL DOThe core metrics team is a new engineering team we are setting up in Viant. · Check below to see if you have what is needed for this oppor ...
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Press Team Lead
3 hours ago
Pratt Visual Solutions Washington, United States6 days ago · Be among the first 25 applicants · Save this job with your existing LinkedIn profile, or create a new one. · Save this job with your existing LinkedIn profile, or create a new one. · Your job seeking activity is only visible to you. · Email · Welcome back · Sign ...
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Manufacturing Team Lead
2 weeks ago
Inventprise LLC Washington, United StatesTitle : · Manufacturing Team Lead · Overtime Status: · Non- Exempt · Employment Status: Full-Time · Pay Range: · $ $39.00 /hourly DOE · The hiring pay range for this position is $36.00 to $39.00 · per hour based on skills, education, and experience relevant to this role. ...
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Cybersecurity Team Lead
1 day ago
Guidehouse Washington, United StatesJob Family · : · Cyber Consulting · Travel Required · : · None · Clearance Required · : · Active Top Secret (TS) · What You Will Do · : · As the Cybersecurity Team Lead, you will support a Department of State client in complying with Federal cybersecurity standards, po ...
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Test Team Lead
1 week ago
TalTeam Washington, United StatesResponsibilities: Create, review and execute of test plans and procedures for C4ISR systems. · Perform testing in shore test facilities, on asset, and in remote locations; prepare Test Observation Reports. · Coordinate testing with TEMPEST, Cybersecurity, Safety and Combat System ...
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Service Desk Team Lead
5 days ago
Peraton Washington, United StatesKey Responsibilities: · Monitor and retain ownership for all tickets processed by the Service Desk to ensure successful resolution of service or incident tickets to include tickets escalated to Tier-2 and Tier-3. · Collaborate with other Team Leads and manage assigned agents to e ...
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Service Desk Team Lead
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Parallel Partners Washington, United StatesService Desk Team Lead, Washington, DC · The Service Desk Team Lead will provide hands-on technical support related to computer systems, hardware, or software. It will require strong technical knowledge and effective on-site and remote communication to both understand problems a ...
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Model Risk Team Lead
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Analytic Recruiting Washington, United StatesA major financial firm is looking for a Director/Sr. Director to lead a small team (3-4) that provides 2nd line for Model Risk Governance. The firm is introducing current ML/AI techniques that will automate risk processes and streamline model documentation. · Responsibilities: · ...
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Security Architecture Team Lead
1 week ago
Peraton Washington, United StatesResponsibilities · Designs and develops new systems, applications, and solutions for enterprise-wide cyber systems and networks. Ensures system security needs are established and maintained for operations development, security requirements definition, security risk assessment, sy ...
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Team Lead, Software Engineering
1 week ago
CoStar Group Washington, United StatesTeam Lead, Software Engineering - · Job Description · Overview CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on ...
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Cost Estimation Team Lead
6 days ago
Grant Leading Technology Washington, United StatesJob Description Job Description Cost Estimation Team LeadRemoteGrant Leading Technology (GLT) is looking for an experienced Cost Estimation Team Lead to provide expert planning and acquisitions cost analysis services for our clients. In this role, the candidate will lead a team o ...
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Service Desk Team Lead
3 weeks ago
National Guard Employment Network Washington, United StatesJob Description · ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spou ...
Service Desk Team Lead - Washington, United States - National Guard Employment Network
Description
Job DescriptionATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.
ABOUT PERATON:
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers.
RESPONSIBILITIES
Key Responsibilities:
QUALIFICATIONS:
Basic Qualification: