Lead Service Desk Manager - Worcester

Overview:

This position will be located at Hanscom AFB, Massachusetts.

Responsibilities:

• 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.

Qualifications:

• 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.

Working Conditions:

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