Sustainment Service Desk Lead

Job Locations US-LA-New Orleans
Posted Date 2 weeks ago(2/6/2018 11:32 PM)
Job ID
2018-1225
# of Openings
1
Category
Project/Program Management

Overview

BlueWater Federal Solutions is a dynamic and nimble systems integration firm providing professional services and IT solutions to the Federal Government throughout the nation. We are viewed by our Federal Customers (DHS, Army, Navy, CENTCOM, DHA, EPA, GSA) as a trusted partner with a track record of successful past performance and superior customer value.

 

Without question, our company's strength lies in our people – Over 250 men and women who are deeply passionate about client partnership, reliable delivery, and successful results. We are looking for individuals who share this aspiration and invite you to join us in work that truly makes a difference for our clients.

 

The Sustainment Service Desk Lead will act as the main point of contact for Tier 1 services at a large 24x7x365 Service Desk at New Orleans, LA hub of the Navy Enterprise Service Desk.

Responsibilities

  • Manage the performance of services to clients, ensuring streamlined ITIL processes are followed and ensuring that service levels are achieved in line with the task order and to ensure customer expectations are met or exceeded.
  • Manage daily Tier 1 support services, assignments, workloads and staffing for the 24x7x365 Service Desk.
  • Assess, design, and conceptualize training scenarios, approaches, objectives, plans, tools, aids, curriculums, and other state of the art technologies related to training and behavioral studies.
  • Identify the best approach training requirements to include, but not limited to hardware, software, simulations, course assessment and refreshment, assessment centers, oral examinations, interviews, computer assisted and adaptive testing, behavior-based assessment and performance, and team and unit assessment and measurement.
  • Develop and revise training course materials and catalogs.
  • Train personnel by conducting formal classroom courses, workshops, and seminars.

Qualifications

  • Bachelor’s degree in a Technical discipline is desired.
  • 6+ years of technical and managerial experience in an IT Service Desk/Help Desk environment
  • Experience as a Call Center or Help Desk Supervisor / Manager.
  • Working knowledge of Service Center operations, procedures and management.
  • Must have an active Secret clearance
  • ITIL Foundation v3 Certification (within 6 months of start)
  • HDI Support Center Analyst Certification (within 6 months of start)
  • HDI Knowledge Centered Support Certification (within 6 months of start)
  • PMP, ITIL Intermediate, Lean Six Sigma Black Belt, Security+ certifications are desired

 

BlueWater Federal is an Equal Opportunity Employer

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