Job Description
Job Title : Enterprise Service Desk Program Lead with DHS or HSIN background
Location : Remote.
Duration : Full-time.
The Position :
As the Technical Operations Lead, you will lead Tier 3 and operations support for a federal Enterprise Service Desk Program supporting over 100,000 users.
You lead all Operations & Maintenance activities and contribute to the overall technical solution. This role oversees all day-to-day service operations and is the main point of contact for communications and collaboration between operations, technical entities, application vendors, engineering, and other technical teams.
You will hold daily operation stand-up calls to provide metrics on all aspects of program operations.
Role Specific Duties :
Provide direct oversight of the Operations Support (Tier 3) teams
Monitor and assist in all day-to-day service operations
Ensure efficient and effective communication and collaboration between operations, technical entities, Application Vendors, Engineering, and other technical teams in support of overall programmission
Use appropriate channels of communication established during maintenance activities and unplanned outages
Oversee that all production applications are appropriately monitored and alerts properly configured to notify support personnel of system issues that breach defined benchmarks
Assist in system operations planning and strategy
Ensure application / system configurations are properly written, submitted, and documented.
Assist in the planning and execution of infrastructure changes impacting the HSIN System
Monitor system capacity and performance
Ensure new functionality or changes to the system meet stakeholder and user expectations.
Facilitate daily operational stand-up calls and provide metrics on all aspects of HSIN operations
Required Qualifications
5+ years of experience performing in a technical lead or management role for an enterprise service desk
Strong communication and collaboration skills
Self-starter; works effectively and productively with limited supervision
Maintaining a strong work ethic and willingness to collaborate on a team is required
Excellent time management and organization skills
Ability to work in a time-sensitive environment and meet all deadlines
You have strong knowledge of Microsoft Word, Microsoft Excel, Microsoft SharePoint, Microsoft PowerPoint, Microsoft Teams, and Adobe Professional
US Citizens only. Candidates will have to undergo public sector MBI Clearance
Previous experience within DHS or supporting the HSIN network is preferred
Requirements
DHS, HSIN, Enterprise service desk, MBI
Enterprise Service Desk Program Lead with DHS or HSIN background
Job Title: Enterprise Service Desk Program Lead with DHS or HSIN background. As the Technical Operations Lead, you will lead Tier 3 and operations support for a federal Enterprise Service Desk Program supporting over 100,000 users. Previous experience within DHS or supporting the HSIN network is pre...
HR Service Desk Solution Lead
A company is looking for an HR Service Desk (HRSD) Solution Lead - ServiceNow on a contract basis. ...
Quality Assurance Manager with Service Desk experience
A Bachelor's Degree in Information Systems, Computer Science, Engineering, Business, or related field. QA and Manager and servicenow and ITSM and IVR and "service desk". Responsible for assuring consistent quality of services, products and solutions provided by the OCIO. Candidates must be a US Citi...
Service Desk Lead
A company is looking for a Service Desk Lead to manage daily operations of the service desk and ensure service-level agreements are met. ...
Quality Assurance Manager with Service Desk experience
A Bachelor's Degree in Information Systems, Computer Science, Engineering, Business, or related field. QA and Manager and servicenow and ITSM and IVR and "service desk". Responsible for assuring consistent quality of services, products and solutions provided by the OCIO. Candidates must be a US Citi...
IT Service Desk Lead Agent
Key Responsibilities:Act as Subject Matter Expert for assigned Service Desk clientsCoach team of agents through customer requests while providing expert level customer serviceMonitor team delivery, field agent process questions, and document new processes to ensure quality client deliveryRequired Qu...
Enterprise CRM Implementation Program Manager - Large Scale Enterprise CRM Implementation Hybrid remote SAcramento Or bay Area
Collaborates with corporate and regional departments, legacy applications, vendors and project team to ensure workflow is uninterrupted and as efficient as possible. CRM Implementation Program Manager - Large Scale Enterprise CRM Implementation Hybrid remote / Sacramento or SF Bay Area - there will ...
Service Desk Lead
NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any oth...
Program Manager, Lead Services - (23-DETS-801000-364)
Coordinates and manages all aspects of the lead replacement programs within DC Water by providing daily planning, administration, and management for all aspects of the various lead replacement programs within DCW. Coordinates closely with DC Water Lead Service Line Replacement Teams and Management, ...
Patent Associate or Agent with Aerospace Background
The ideal candidate is seeking an opportunity to use their deep technical knowledge to work exclusively on patent prosecution and holds undergraduate and/or graduate degrees in aerospace engineering or mechanical engineering. We look forward to speaking with you, and learning more about what you are...