Service Desk Lead

:

JCS is seeking a Service Desk Lead to for a Help Desk, Service Desk and Operations Support contract.

Responsibilities:

• Manage resources assigned to the Service Desk
• Maintain the incident management systems; ensuring all incidents and requests are addressed in accordance with established program guidelines
• Responsible for monitoring and reporting on Service Desk performance and ensure compliance with established service levels
• Analyze problems for correct prioritization and classification
• Drive the efficiency and effectiveness of the incident management process
• Develop and maintain Service Desk operator scripts
• Maintain Service Desk Standard Operating Procedures (SOPs) as needed
• Coordinate problems analysis activities to ensure the proper resources are available
• Investigate assigned problems through to resolution or root cause
• Liaison with all problem resolution teams and maintain support for the problem management process
• Maintain the Knowledge Management database in SharePoint
• Assist with incident and request trend analysis
• Participate in weekly ticket review meetings to discuss status of all open tickets and issues impeding resolution

Qualifications:

• Must have at least 7 years of experience and a bachelor's degree providing technical/management leadership on an effort similar in size scope to this requirement.
• Must have excellent written and oral communication skills
• Must have experience leading and collaborating with technical teams of diverse IT related skill sets
• Must have ability to effectively prioritize and execute tasks in a high- pressure environment
• Must have keen attention to detail
• Must have ability to present ideas in user-friendly language to non-technical staff and end users
• Must have experience in dealing with difficult interpersonal situation regarding support issues
• Must be self-motivated, with strong ability to work both independently and with teams and managers as appropriate
• Experience using and configuring processes within a modern IT System Management tool such as ServiceNow, ChangeGear or ServiceNow highly desirable
• Must have experience performing root cause analysis and collaborating with technical teams of diverse IT related skill sets
• Must be familiar with problem, defect and incident management

Benefits:

• Excellent Health/Dental/Vision Plans
• Paid Time Off
• 401(k), matched up to 4%
• Employer Paid Short and Long Term Disability
• Employer Paid Life Insurance
• Tuition Reimbursement
• Flexibility that allows our employees to balance quality work and their personal lives.
• Discounts: Hotels, Travel, Tickets, Restaurants, Pet Insurance

About JCS Solutions LLC:

JCS Solutions LLC is (JCS) is a premier technology firm specializing in enterprise-wide capabilities including cloud and infrastructure solutions, cyber security, digital modernization, next generation technologies enablement, software solutions, and mission support services dedicated to providing the highest quality of services and solutions. Our employees enjoy a work culture that promotes upskilling, innovation, and we've been certified as a Great Place to Work three years in a row!

JCS benefits include 401k retirement plans, paid time off, health insurance, dental insurance, vision insurance, life insurance, long term disability, short term disability, and opportunities for professional development.

It is JCS's policy to promote equal employment opportunities. All qualified applicants will receive consideration for employment without regard to sex, race, color, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

All successful candidates must be COVID-19 vaccinated.

If you require additional accommodation, please contact us at View email address on us.fitly.work or View phone number on us.fitly.work.

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