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Service Desk Lead USTRANSCOM 
(Job)

resume-library  |  United States  |  

Ref:
PARTNER-3ISD49
Direct:
Employer:
Location:
United StatesUnited States (US)
Category:
Information Technology/Other
Work Type:
Permanent
Work Time:
Full Time
Tags:
job,united-states,resume-library

Description 

Service Desk Lead USTRANSCOM

Overview:

 



For more than 30 years, NCI Information Systems has been a leading provider of digital transformation solutions and services to U.S. government agencies. With its Platform™, NCI is at the forefront of implementing artificial intelligence (AI) solutions to solve the government’s most complex mission challenges. Headquartered in Reston, Va., NCI is accelerating public sector AI adoption to create a government workforce that is exponentially more creative and productive. For more information, visit .



 



NCI is proud to be recognized as a 2022 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.



 



Responsibilities:

Job Description 



The Service Desk Lead is responsible for managing a top-notch service desk in support of HQ USTRANSCOM. The Service Desk Lead shall prepare reports on incidents status and performance of request fulfillment.



 



JOB REQUIREMENTS



Provides daily supervision and direction to staff who are repsonsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed



Serves as the highest level point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac) and printer problems



Assigns corrective action requirements



Develops and manages training in accordance with established corrective priority categories



Coordinates system trouble reports with database analysts, system and application programmers, and functional database managers



Ensures compliance with electronic and physical security procedures and standards



Establishes and oversees effective call reporting and action system



Qualifications:

MINIMUM REQUIREMENTS:



Bachelor’s Degree or equivalent related experience



Working knowledge in all aspects of automation, telecommunications, and IT networks



Excellent troubleshooting and problem solving skills



Good communication skills: be able to communicate with ease in front of large audiences of senior IT and communications personnel



At least four (4) years of experience managing a Service Desk tool suite for a large enterprise network



Experience with an automated trouble ticket system



Supervisory experience



 



 



EXPERIENCE REQUIRED:



4 - 9 Years



 



 



PREFERRED EDUCATION AND EXPERIENCE:



Desired Service Desk Manager Certification, e.g., Service Desk Institute (SDI) Service Desk Manager, Help Desk Institute (HDI) Support Center Team Lead



Minimum of three (3) years of experience with Service Operations and IT Service Management



Preferred a minimum of ten (10) years of experience in Information Technology



 



PHYSICAL REQUIREMENTS:



 



This position requires the ability to perform the below essential functions:



 



Sitting for long periods



Standing for long periods



Ambulate throughout an office



Ambulate between several buildings



Stoop, kneel, crouch, or crawl as required



Repeatedly lift and carry weight up to 50 pounds



Travel by land or air transportation 10 %



 



About NCI:

It is the policy of NCI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations.  NCI is a VEVRAA Federal Contractor.