Role OverviewWe are seeking a Technical Assistance Center/Tier 2-3 Service Desk Lead to lead operations, management, planning and projects for the Hybrid Cloud Services Hosting environment. The Hybrid Cloud Systems program operates and provides cybersecurity services to support the USMC application hosting environment and the enterprise operations center.
What You Will Do
As a TAC/Service Desk Lead, you will be responsible for planning, supporting, and ensuring successful operations of the EHM Tier 2/3 Service Desk supporting application hosting system administrators and operations of the Enterprise Hosting Management (EHM) branch.
Why It Might Be a Fit
You will provide leadership and operational direction to the 24x7x365 TAC Shifts across two geographic areas, oversee the triage and processing of all incidents, and develop, review, and assess processes to deliver services across the spectrum of operations.
Requirements
- Bachelors degree and minimum of 10 years of relevant experience
- Documented success leading Tier 2/3 Service Desk operations or Hosting Environment Support operations
- Demonstrated Service Desk Management experience
- Incident/Outage management and processes to support an Enterprise-Level response capability
- Experience operating in an ITSM Management tool such as Remedy (preferred)
- Experience supporting call-center operations to include customer service, first-call resolution
- IAT II certification (Security + or other qualifying certification under DoD 8140/CSWF Role System Administrator-Intermediate)
- ITIL Foundations Certification
- U.S. citizenship is required
- Active US DoD Secret security clearance
Benefits
- Overtime
- Shift differential
- Discretionary bonus
- Paid holidays
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