Service Desk Lead

Work

• Develop and maintain the System Operations Plan and coordinate between different operational teams.
• Establish operational standards and best practices, lead operational reviews and assessments, and ensure integration of all operational components.
• Analyze operational performance metrics and recommend improvements, manage operational risks, and collaborate with program management to align operational solutions with program objectives.
• Design and implement operational improvements to enhance efficiency and reliability, establish incident management and problem management processes, and develop capacity planning strategies to ensure adequate resources.
• Lead operational readiness activities for new system deployments, coordinate operational activities across multiple teams and environments, and ensure compliance with security and regulatory requirements.
• Develop and manage operational budgets, establish service level agreements for operational services, and represent operations in cross-functional leadership forums.

Requirements

• Candidates must meet one of the following three areas:
• Advanced Degree:
  • Master’s degree or Ph.D. in one of the following fields: Computer Science, Cybersecurity, Data Science, Information Systems, Information Technology, or Software Engineering.
  • Equivalent Training: Completion of one of the following accepted training programs:
  • A-661-0500
  • A-531-0022
  • A-150-1980
  • C-531-0038
  • A-150-1940A
  • A-150-1941
  • A-150-1903
  • C-150-1401
  • W-150-4575
  • S-250-1095
  • A-150-1250
  • A-102-5888
  • A-102-5599 (SNOOP)
  • A-531-0045
  • A-113-0381
  • A-113-0381
  • A-113-0342
  • A-104-0083(P/L)
  • A-121-0594 (P/L)
  • A-104-0084
  • A-150-4219 (P/L)
  • A-150-9020 (P/L)
  • Technical Support Specialist (Advanced) Playlist
  • Professional Certification:
    • Holding one of these certifications:
    • SecurityX / CASP+
    • CCNP Security
    • CISA
    • FITSP-O
    • GICSP
    • SSCP
    • 8 years of operations management experience in government or complex enterprise settings

Qualifications

• Proven leadership and process improvement ability
• Must meet DoD 8140 requirements

Benefits

The pay range for the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland is: $106,300 - $221,100 USD

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