Service Desk Operations Lead

    Location: Huntsville, AL
    Date Posted: 01-03-2018
    CVP is seeking a highly talented Service Desk Operations Lead to provide guidance for IT operations planning, design, implementation, and integration of all infrastructure, hardware systems, and software under AMRDEC. Serve as a Technical Task Lead for the configuration and configuration management portion of the program, which provides diverse support for AMRDEC network infrastructure devices.

    Major Areas of Responsibility
    • Lead a team of individuals supporting Tier 1 and 2 service desk operations and management for all AMRDEC information and related systems: data input/output devices, surge/Uninterrupted Power System (UPS) devices, computers, servers, cloud services/virtualization, networks, communication devices and other peripheral entities that provide mission support to the organization as it pertains to IT services
    • Lead help desk solutions team to ensure help desk IT services staff achieve the following objectives:
      • Receive and resolve user calls with a single point of contact (Level 1) which is defined as resolution of issues on the first call
      • Review, develop appropriate response, and respond to email support requests
      • Ensure user assistance requests which cannot be resolved on the first support session are escalated to a Team Lead (Level 2 Support)
      • Ensure team logs all help desk tickets data regarding status, ticket resolutions, and other metrics (e.g. number of calls, types of calls, resolution times, etc.) into the AMRDEC job tracking system
    • Provide guidance in the utilization of hardware and software on devices and peripherals including installation, operation, and troubleshooting
    • Perform Help Desk capacity monitoring and planning to track and maintain appropriate staffing levels for anticipated call volumes
    • Maintain intranet website for Help Desk operations, including self-help instructional material for end users of AMRDEC software and hardware, troubleshooting tips, SOP information, news and announcements
    • Track lessons learned, perform trend analysis, identify top 10 issues, and frequently answered questions
    • Measure and monitor help desk effectiveness through help desk logging and metrics (via AMRDEC job tracking system); perform trend analysis and develop reports on metrics
    • Lead team to provide training and conference room support as necessary to ensure necessary equipment is in place and operational when needed (includes technical support and maintenance for the computers, networks, AV equipment and facilities, telephone systems, VTC/SVTC systems, projectors, and back-end servers used in computer-based training rooms and conference rooms; along with hardware and software installation, configuration, integration, troubleshooting, repair, patching, upgrade, optimization, and routine maintenance)

    Position Requirements
    • Must be eligible to obtain an Active Secret government security clearance
    • Bachelor’s Degree
    • 8 years serving in a service/help desk capacity performing either Tier 1 or 2 support, with a strong history of success in first call resolution and prompt responsiveness
    • 5 years of experience leading service desk lifecycle management functions for a team, including experience on large IT operations projects involving multiple complex and inter-related project tasks
    • 5 years of experience performing help desk capacity monitoring, planning, metrics tracking and logging, and trend analysis
    • Experience managing, developing, and updating a library of instructional material for end users on hardware and software systems within an enterprise
    • Experience with the DoD RMF processes and DoD IA requirements
    • Well-versed in the latest technologies

    Desired Skills
    • AMRDEC experience – knowledge of AMRDEC information systems and related IT, business operations, technical operations, and risk management
    • Army experience in a Service Desk/Help Desk Lead role
    • Familiarity with automation, data/telecommunications, visual information, programming support, audio/visual, database management and support, data input/output devices, surge/Uninterrupted Power System (UPS) devices, computers, servers, cloud services/virtualization, networks, and communication devices
    • Some technical knowledge to support oversight of the following tasks: network management, system management, system configuration management, software application development and management, software testing and systems interoperability and support, virtual system management, hardware systems interoperability and support, VOIP and Audio Visual infrastructure systems, database administration, data storage/control/retention, disaster recovery and critical infrastructure continuity and contingency planning, cyber security, risk management and information assurance
    Customer Value Partners, Inc. is a VEVRAA Federal Contractor and an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability. Customer Value Partners seeks to provide employment opportunities for protected veterans and individuals with disabilities.
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