ECS
Service Desk Manager - Hybrid
ECS, Fairfax, Virginia, United States, 22032
ECS is seeking a
Service Desk Lead
to work in our
Fairfax, VA
office.
ECS is seeking talented professionals to join our successful and growing team in building the next-generation Continuous Diagnostics and Mitigation (CDM) Cyber data solution. The CDM Program is the Cybersecurity and Infrastructure Security Agency's (CISA) dynamic approach to strengthening the cybersecurity of Federal networks and systems through better awareness and visibility into their security posture and cyber threats. ECS is responsible for designing, building, deploying, operating, and maintaining a complete 'Data Services' solution which includes the collection, normalization, visualization, and sharing of cyber data from more than 100 Federal agencies. The CDM Data Services product is an integrated suite of multiple Commercial Off the Shelf (COTS) products, software configuration packages, and custom code which work together to operate as an integrated solution tailored to meet Department of Homeland Security (DHS) requirements.
We are seeking professionals who thrive in a dynamic, fast-paced, and highly collaborative environment where problem-solving, critical thinking, and a holistic approach to serving the mission are key. Our program operates within the Scaled Agile Framework (SAFe). An aptitude and enthusiasm for continuous learning, improvement, and cyber security is a must!
ECS is seeking an experienced Service Desk Lead to lead the stand-up 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 mid-size 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 end-to-end Helpdesk and support Standard Operating Procedures (SOP), to include Tier 1 - 4 support services. Standard service desk engineering support will be available Mon-Fri 0800-1800 Eastern, excluding Federal holidays. Once fully operational, ECS 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 non-critical 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.
Specific Duties Include:
Establish and lead a robust Service Desk IT Service Management (ITSM) Capability, to include Tier 1 - 4 support, 24x7 365 day scheduling, end-user knowledge management / self-service, end-to-end ticket tracking, and reporting.Establish Helpdesk Standard Operating Procedures (SOPs) outlining ITSM processes and procedures, including a robust framework for continuous improvement and superior customer experience.Work with internal and external stakeholders to proactively manage the timely and effective solution of issues to achieve compliance with Government-directed 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 and optimize efficiency and quality of data collected, reports created to optimize mission outcomes.US citizenship with ability to obtain Public Trust SuitabilityA 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 SLA's.Experience defining and implementing Standard Operating Procedures for Service Desk Operations, in alignment with ITL best practicesExperience with the use of (ITSM) tools such as Atlassian Jira in a production environment supporting ticket triage and escalationDemonstrated ability to apply ITIL certifications to non-cyber service desk functionsExperience building and leading technical teams of 6+ people, supporting enterprise-level, production support operations.Proven record of high performance and substantial achievements in past positions, including defining, building and leading high-performing technical teams.Demonstrated aptitude for working in a fast-paced, dynamic, matrixed work environment; Ability to elicit and shape work requirements and decompose complex challenges into actionable plans, based on an understanding of higher-level objectives.Excellent communication, collaboration and relationship-building skills, including customer and employee engagement.
Service Desk Lead
to work in our
Fairfax, VA
office.
ECS is seeking talented professionals to join our successful and growing team in building the next-generation Continuous Diagnostics and Mitigation (CDM) Cyber data solution. The CDM Program is the Cybersecurity and Infrastructure Security Agency's (CISA) dynamic approach to strengthening the cybersecurity of Federal networks and systems through better awareness and visibility into their security posture and cyber threats. ECS is responsible for designing, building, deploying, operating, and maintaining a complete 'Data Services' solution which includes the collection, normalization, visualization, and sharing of cyber data from more than 100 Federal agencies. The CDM Data Services product is an integrated suite of multiple Commercial Off the Shelf (COTS) products, software configuration packages, and custom code which work together to operate as an integrated solution tailored to meet Department of Homeland Security (DHS) requirements.
We are seeking professionals who thrive in a dynamic, fast-paced, and highly collaborative environment where problem-solving, critical thinking, and a holistic approach to serving the mission are key. Our program operates within the Scaled Agile Framework (SAFe). An aptitude and enthusiasm for continuous learning, improvement, and cyber security is a must!
ECS is seeking an experienced Service Desk Lead to lead the stand-up 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 mid-size 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 end-to-end Helpdesk and support Standard Operating Procedures (SOP), to include Tier 1 - 4 support services. Standard service desk engineering support will be available Mon-Fri 0800-1800 Eastern, excluding Federal holidays. Once fully operational, ECS 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 non-critical 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.
Specific Duties Include:
Establish and lead a robust Service Desk IT Service Management (ITSM) Capability, to include Tier 1 - 4 support, 24x7 365 day scheduling, end-user knowledge management / self-service, end-to-end ticket tracking, and reporting.Establish Helpdesk Standard Operating Procedures (SOPs) outlining ITSM processes and procedures, including a robust framework for continuous improvement and superior customer experience.Work with internal and external stakeholders to proactively manage the timely and effective solution of issues to achieve compliance with Government-directed 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 and optimize efficiency and quality of data collected, reports created to optimize mission outcomes.US citizenship with ability to obtain Public Trust SuitabilityA 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 SLA's.Experience defining and implementing Standard Operating Procedures for Service Desk Operations, in alignment with ITL best practicesExperience with the use of (ITSM) tools such as Atlassian Jira in a production environment supporting ticket triage and escalationDemonstrated ability to apply ITIL certifications to non-cyber service desk functionsExperience building and leading technical teams of 6+ people, supporting enterprise-level, production support operations.Proven record of high performance and substantial achievements in past positions, including defining, building and leading high-performing technical teams.Demonstrated aptitude for working in a fast-paced, dynamic, matrixed work environment; Ability to elicit and shape work requirements and decompose complex challenges into actionable plans, based on an understanding of higher-level objectives.Excellent communication, collaboration and relationship-building skills, including customer and employee engagement.