Service Desk Lead Job Description Template
Our company is looking for a Service Desk Lead to join our team.
Responsibilities:
- Responsible for managing all incoming trouble tickets and provide ability to understand and route standard versus non-standard fulfillment requests;
- Review and update current processes and procedures to ensure their accuracy in accordance with customer requirements and contract policies;
- Be the single focal point for all NORAD/USNORTHCOM incident and fulfillment requests;
- Develops functional requirements through interaction with end-users and coordinates with support teams on systematic enhancements or changes;
- Email issues;
- Lead efforts to do front line triage on incidents and provide Tier 1/2 level support to users;
- New user creation;
- Application Support;
- Have the ability to learn and train junior personnel on new system changes as needed;
- Oversee contractor support staff for the Service Desk services 24×7 at Peterson Air Force Base in Colorado Springs, CO;
- Mitigate risks by ensuring staff meet and exceed contractual requirements by directly interacting with operations team;
- Troubleshoot to determine problems for operating systems, applications, network, or mobile issues;
- Printer issues;
- Assign tasks to contractor personnel, supervising on-going technical efforts, and managing contract performance identified by the customer;
- Lead efforts to track, manage and delineate various incident reports and metrics.
Requirements:
- Demonstrated experience working with NIPRNet supporting the unclassified network system;
- Currently possess an active Secret security clearance with ability to obtain Top Secret/SCI clearance;
- Demonstrated understanding and experience with NIPRNet;
- Hold DoD-8570 IAT II baseline certification (Security+ce, CASP+ce, Win10, MD-100, A+ce) prior to start date;
- Prior experience overseeing staff and diverse technologies to include NOC Analysts, Subject Matter Experts, and Network Engineers 24x7x365;
- Hold current Cisco (CCNA) certifications;
- Hold current Juniper (JNCIA) certifications;
- Possess advanced Cisco (CCNP) Certification;
- Familiarization of DOD regulations and directives;
- Ability to work in a 24/7 operation;
- Demonstrated understanding and experience with SIPRNet;
- ITIL Foundations certification;
- Demonstrated experience working with SIPRNet supporting a classified network system;
- Ability to communicate orally, and in writing, detailed technical information on troubleshooting and implementation efforts;
- Excellent project, technical, interpersonal, presentation and problem management skills.