Service Desk Lead

Service Desk Lead

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations. Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more. Join us to drive positive, lasting change that moves missions and the government forward!

The Service Desk Lead will oversee all system operations activities, develop and enforce operational policies, mentor junior staff, and manage large-scale projects.

The work:

• Develop and maintain the System Operations Plan and coordinate between different operational teams.
• Establish operational standards and best practices, lead operational reviews and assessments, and ensure integration of all operational components.
• Analyze operational performance metrics and recommend improvements, manage operational risks, and collaborate with program management to align operational solutions with program objectives.
• Design and implement operational improvements to enhance efficiency and reliability, establish incident management and problem management processes, and develop capacity planning strategies to ensure adequate resources.
• Lead operational readiness activities for new system deployments, coordinate operational activities across multiple teams and environments, and ensure compliance with security and regulatory requirements.
• Develop and manage operational budgets, establish service level agreements for operational services, and represent operations in cross-functional leadership forums.

Must have:

• Bachelor's in computer science, Cybersecurity, Data Science, Information Systems, Information Technology or Software Engineering, OR possess a DoD 8140 Certification
• 8 years of operations management experience in government or complex enterprise settings

Security Clearance:

• Active Secret, Top Secret, TS/SCI, or TS/SCI with Polygraph clearance required, depending on position

The pay range for the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland is:

$106,300 - $221,100 USD