Service Desk Lead (Secret)
Apply NowCompany: Takeda
Location: Saint Louis, MO 63129
Description:
Provide integrated service desk services.
Serve as the single POC to address all end user service requests.
Manage omni-channels including phone, voicemail, email, and the web.
Lead the routing issues not resolved on the initial call to the appropriate Tier 2 team and track through resolution.
Maintain Tier 0 / Self Help articles to reduce the frequency of end user-service desk interaction.
Manage and improve individual mission and cross-collaborative approaches across the contract and Program.
Provide workforce education and mentoring.
Any other tasks, as assigned, by the IT Operations Director or Program leadership
Rate: 50-75/HR Depending on LCAT Requirements
Salary: 105,000- 160,000 Depending on LCAT Requirements
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Required Skills & Experience
Bachelors degree in business administration, business management, information systems, information technology, engineering, or equivalent experience
10 years of experience managing IT service desks of similar scope and complexity. This requires significant technical and operational experience with service desk operations, incident management, request management, end-user service delivery, process improvement/maturity and strong application customer care best practices.
Minimum Certification Requirements - Currently hold one or more of the following and have the ability to ability to obtain all certs:
o DOD 8570.01M IAM Level I certification
o ITIL v3 and/or ITIL v4 Foundation to align with the latest version of DESMF
o Certified TBM Executive (CTBME)
Active Secret clearance
Demonstrate experience with ticketing systems and incident management in a large Windows-based environment
Demonstrated experience with collecting and reporting ticket metrics
Demonstrated ability to manage large numbers of people in a busy multi-tasking environment
Demonstrated experience managing teams of IT professionals supporting a large enterprise environment
Nice to Have Skills & Experience
Previous experience working in dynamic large scale DoD IT environment
Previous experience with any Federal Agency ITSM operations and IT leadership
Demonstrated ability to lead and motivate teams in a complex environment
Experience in identifying and implementing process improvements efficiencies
Ability to multitask effectively between program projects, subcontractor personnel, and project civil servant community
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
Serve as the single POC to address all end user service requests.
Manage omni-channels including phone, voicemail, email, and the web.
Lead the routing issues not resolved on the initial call to the appropriate Tier 2 team and track through resolution.
Maintain Tier 0 / Self Help articles to reduce the frequency of end user-service desk interaction.
Manage and improve individual mission and cross-collaborative approaches across the contract and Program.
Provide workforce education and mentoring.
Any other tasks, as assigned, by the IT Operations Director or Program leadership
Rate: 50-75/HR Depending on LCAT Requirements
Salary: 105,000- 160,000 Depending on LCAT Requirements
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Required Skills & Experience
Bachelors degree in business administration, business management, information systems, information technology, engineering, or equivalent experience
10 years of experience managing IT service desks of similar scope and complexity. This requires significant technical and operational experience with service desk operations, incident management, request management, end-user service delivery, process improvement/maturity and strong application customer care best practices.
Minimum Certification Requirements - Currently hold one or more of the following and have the ability to ability to obtain all certs:
o DOD 8570.01M IAM Level I certification
o ITIL v3 and/or ITIL v4 Foundation to align with the latest version of DESMF
o Certified TBM Executive (CTBME)
Active Secret clearance
Demonstrate experience with ticketing systems and incident management in a large Windows-based environment
Demonstrated experience with collecting and reporting ticket metrics
Demonstrated ability to manage large numbers of people in a busy multi-tasking environment
Demonstrated experience managing teams of IT professionals supporting a large enterprise environment
Nice to Have Skills & Experience
Previous experience working in dynamic large scale DoD IT environment
Previous experience with any Federal Agency ITSM operations and IT leadership
Demonstrated ability to lead and motivate teams in a complex environment
Experience in identifying and implementing process improvements efficiencies
Ability to multitask effectively between program projects, subcontractor personnel, and project civil servant community
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.