Lead Service Desk Manager

SOS International LLC.; Massachusetts; On-site; USD 85,000 - 120,000; Full time

Job summary

A leading company is seeking a highly qualified Lead Service Desk Manager at Hanscom AFB, Massachusetts. The role involves overseeing operations, guiding a team, and ensuring 24x7 service availability and performance metrics, pivotal for effective operation within a technical environment.

Qualifications

• Active Secret security clearance required.
• 6 years of enterprise data and information management experience.
• 4+ years in technical support and troubleshooting.

Responsibilities

• Train and coach Service Desk team members on effective troubleshooting methods.
• Develop metrics to analyze help desk performance.
• Act as escalation point for critical issues.

Skills

Technical support

Troubleshooting

Data analysis

Human Factors

User Experience

Education

Bachelor’s degree in computer science

Technical degree with focus in security

Job description

Overview

SOSi is seeking a highly qualified Lead Service Desk Manager who is responsible for providing planning and oversight into operations within the Area-of-Responsibility (AOR). Leads and directs a team of Service Desk members to ensure capabilities are available 24x7, properly monitored and maintained, and secured. This position will be located at Hanscom AFB, Massachusetts.

Essential Job Duties

• Responsible for training and coaching Service Desk team members on effective methods to research, troubleshoot, deliver solutions, and understand existing services and their updates across all classifications.
• Identifies, develops, and gathers key metrics to provide on-demand access by Government and Contractor leadership, while using the metrics to analyze help desk performance and identify problem areas.
• Acts as the escalation point and facilitator for severe, mission critical, or unique issues.

Minimum Requirements

• Active Secret security clearance.
• Bachelor’s degree in computer science, mathematics, or equivalent technical degree, with concentrations/focus in security or equivalent, or a minimum of 6 years of enterprise data and information management experience.
• 4+ years’ experience with focus in technical support and troubleshooting.
• Formal Human Factors and/or User Experience skills.
• Advanced knowledge and hands-on experience of managing a Service Desk staff and operations of a technical Service Desk.
• Cloud-based services support and data analysis.

Preferred Qualifications

• DOD 8570 IAT Level 2 such as Security+ or equivalent.

Work Environment

• Working conditions are normal for an office environment.
• Fast paced, deadline-oriented environment.

Working at SOSi

All interested individuals will receive consideration and will not be discriminated against for any reason.