Enterprise - Service Desk Lead - SOPs Troubleshooting JIRA
Enterprise - Service Desk Lead - SOPs Troubleshooting JIRA
Posted on :
01-05-2025
Employer Active
1 Vacancy
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Monthly Salary
$ 75000 - 150000
Vacancy
1 Vacancy
Posted on :
01-05-2025
Job Description
Erias Ventures was founded to serve its customers with an entrepreneurial mindset. We valuecreative problemsolvingopen communication andempowering our employeesto make decisions and put forth new ideas.
Our staff includes technical experts working across multiple disciplines bringing diverse perspectives to every project. We are seeking engineers who wish to grow their careers and want to become part of atechnicallystrongandgrowthorientedcompany focused on bringinginnovative solutionsto the difficult mission problems facing our customers.
Description
We are seeking an experienced Service Desk Lead to lead the standup and operation of a robust help desk capability for all CDM Data Services customers and stakeholders. The Service Desk Lead (SDL) will be responsible for leading a midsize team of Service Desk Agents in a dynamic 24/7/365 operating environment. The Service Desk Lead will be responsible for all aspects of daily operations including building and managing a team of 10 resources. The successful candidate will define staff and lead an endtoend Helpdesk and support Standard Operating Procedures (SOP) to include Tier 1 4 support services. Standard service desk engineering support will be available MonFriEastern excluding Federal holidays. Once fully operational we will be responsible for providing engineering support 24x7 365 days) to remedy operational issues or incidents related to the solution as needed to maintain the currency and accuracy of the CDM Dashboards. The Service Desk Lead will work with the operations team to implement 24x7 monitoring and alerting to identify critical and noncritical issues and triage issues for priority support.
The ideal candidate will have experience and proven success leading Service Desk operations in a dynamic complex 24/7 Operations environment. The ideal candidate must be a fast learner and able to effectively engage resources and work across teams to decompose large complex problems into workable solutions. An aptitude for learning strategic planning and the ability to effectively communicate at all levels of the organization are a must.
US citizenship with ability to obtain Public Trust Suitability
ExperienceRequired skills:
Erias Ventures provides a complete package of wealth health and happiness expected salary range for this position depending on education and years of experience is $75000 $150000.
Wealth Benefits:
Referrals &Inquiries
Do you know a cleared professional seeking to advance their career Interested in earning some extra cash If so refer them to us with their name and contact details and you could be eligible for a referral bonus of up to$10000for each successful hire.
Not seeing the right position right now Reach out to us and well notify you as new contracts and opportunities become available!
Please send referrals and inquiries to:
To learn more about our company visit ourwebpageorLinkedIn.
Our staff includes technical experts working across multiple disciplines bringing diverse perspectives to every project. We are seeking engineers who wish to grow their careers and want to become part of atechnicallystrongandgrowthorientedcompany focused on bringinginnovative solutionsto the difficult mission problems facing our customers.
Description
We are seeking an experienced Service Desk Lead to lead the standup and operation of a robust help desk capability for all CDM Data Services customers and stakeholders. The Service Desk Lead (SDL) will be responsible for leading a midsize team of Service Desk Agents in a dynamic 24/7/365 operating environment. The Service Desk Lead will be responsible for all aspects of daily operations including building and managing a team of 10 resources. The successful candidate will define staff and lead an endtoend Helpdesk and support Standard Operating Procedures (SOP) to include Tier 1 4 support services. Standard service desk engineering support will be available MonFriEastern excluding Federal holidays. Once fully operational we will be responsible for providing engineering support 24x7 365 days) to remedy operational issues or incidents related to the solution as needed to maintain the currency and accuracy of the CDM Dashboards. The Service Desk Lead will work with the operations team to implement 24x7 monitoring and alerting to identify critical and noncritical issues and triage issues for priority support.
The ideal candidate will have experience and proven success leading Service Desk operations in a dynamic complex 24/7 Operations environment. The ideal candidate must be a fast learner and able to effectively engage resources and work across teams to decompose large complex problems into workable solutions. An aptitude for learning strategic planning and the ability to effectively communicate at all levels of the organization are a must.
- Establish and lead a robustService Desk IT Service Management(ITSM)Capability to include Tier 1 4support24x7365dayschedulingenduser knowledge management / selfservice endtoend ticket trackingand reporting.
- Establish Helpdesk Standard Operating Procedures (SOPs) outliningITSM processes and procedures including a robust framework for continuous improvementand superior customer experience.
- Work withinternal and externalstakeholderstoproactively managethetimelyandeffectivesolution of issuesto achieve compliance with Governmentdirected Service Level Objectives.
- Coordinate with Federal Lead Service Desk Agents (SDAs) and ticketing tool developers to recommend and coordinate ticket processing continuous improvements;Drive automation andoptimizeefficiency and quality of data collected reports createdtooptimizemission outcomes.
US citizenship with ability to obtain Public Trust Suitability
Experience
- A minimum of five years of experience in operating and managing an IT service desk including oversight for all aspects of daily operations ranging from managing staff developing processes and procedures ensuring quality of service operations and managing tickets in alignment with SLAs.
- Experience defining and implementing Standard Operating Procedures for Service Desk Operations in alignment with ITL best practices
- Experience with the use of (ITSM) tools such as Atlassian Jira in a production environment supporting ticket triage and escalation
- Demonstrated ability to apply ITIL certifications to noncyber service desk functions
- Experience building and leading technical teams of 6 people supporting enterpriselevel production support operations.
- Proven record of high performance and substantial achievements in past positions including defining building and leading highperforming technical teams.
- Demonstrated aptitude for working in a fastpaced dynamic matrixed work environment; Ability to elicit and shape work requirements and decompose complex challenges into actionable plans based on an understanding of higherlevel objectives.
- Excellent communication collaboration and relationshipbuilding skills including customer and employee engagement.
Desired skills:
- ITIL 3 or 4 certification
- Experience operating within the Scaled Agile Framework (SAFe) and Kanban
- Experience working with DHS specifically the Cybersecurity and Infrastructure Security Agency (CISA) or its predecessor organization NPPD
Erias Ventures provides a complete package of wealth health and happiness expected salary range for this position depending on education and years of experience is $75000 $150000.
Wealth Benefits:
- Above Market Hourly Pay
- 11 RothorTraditional 401kwith Immediate Vesting and Deposit
- Spot Bonusesfor Assisting with Business Development and Company Growth
- Professional Development Bonusesfor Certificates and Degrees
- Company subsidizedMedicalCoverage
- 100Company PaidVisionandDentalCoverage
- 100Company PaidLong Term DisabilityShort Term Disability andGroup Life Insurance
- MonthlyWellness Reimbursement
- Paid Time OffwithFlexible WorkSchedules andBirthday Off
- Amazon Prime MembershipandMonthlyInternetReimbursement
- TechnologyandProductivity Allowancefor Equipment and Supplies
- Morale BuildingandCompany Eventsto Celebrate our Successes and Build our Community
- Onboarding and AnnualSwag
- Company Paid Professional DevelopmentandTraining
Referrals &Inquiries
Do you know a cleared professional seeking to advance their career Interested in earning some extra cash If so refer them to us with their name and contact details and you could be eligible for a referral bonus of up to$10000for each successful hire.
Not seeing the right position right now Reach out to us and well notify you as new contracts and opportunities become available!
Please send referrals and inquiries to:
To learn more about our company visit ourwebpageorLinkedIn.
Employment Type
Full Time
Key Skills
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