Lead Service Desk Manager with Security Clearance
Apply NowCompany: SOSi
Location: Massachusetts, MA 01220
Description:
Overview SOSi is seeking a highly qualified Lead Service Desk Manager who is responsible for providing planning and oversight into operations within the Area-of-Responsibility (AOR). Leads and directs a team of Service Desk members to ensure capabilities are available 24x7, properly monitored and maintained, and secured. This position will be located at Hanscom AFB, Massachusetts. Essential Job Duties * Responsible for training and coaching Service Desk team members on effective methods to research, troubleshoot, deliver solutions, and understand existing services and their updates across all classifications.
* Identifies, develops, and gathers key metrics to provide on-demand access by Government and Contractor leadership, while using the metrics to analyze help desk performance and identify problem areas.
* Acts as the escalation point and facilitator for severe, mission critical, or unique issues. Minimum Requirements * Active Secret security clearance.
* Bachelor's degree in computer science, mathematics, or equivalent technical degree, with concentrations/focus in security or equivalent, or a minimum of 6 years of enterprise data and information management experience.
* 4+ years' experience with focus in technical support and troubleshooting.
* Formal Human Factors and/or User Experience skills.
* Advanced knowledge and hands-on experience of managing a Service Desk staff and operations of a technical Service Desk.
* Cloud-based services support and data analysis. Preferred Qualifications * DOD 8570 IAT Level 2 such as Security+ or equivalent. Work Environment * Working conditions are normal for an office environment.
* Fast paced, deadline-oriented environment. Working at SOSi All interested individuals will receive consideration and will not be discriminated against for any reason.
* Identifies, develops, and gathers key metrics to provide on-demand access by Government and Contractor leadership, while using the metrics to analyze help desk performance and identify problem areas.
* Acts as the escalation point and facilitator for severe, mission critical, or unique issues. Minimum Requirements * Active Secret security clearance.
* Bachelor's degree in computer science, mathematics, or equivalent technical degree, with concentrations/focus in security or equivalent, or a minimum of 6 years of enterprise data and information management experience.
* 4+ years' experience with focus in technical support and troubleshooting.
* Formal Human Factors and/or User Experience skills.
* Advanced knowledge and hands-on experience of managing a Service Desk staff and operations of a technical Service Desk.
* Cloud-based services support and data analysis. Preferred Qualifications * DOD 8570 IAT Level 2 such as Security+ or equivalent. Work Environment * Working conditions are normal for an office environment.
* Fast paced, deadline-oriented environment. Working at SOSi All interested individuals will receive consideration and will not be discriminated against for any reason.