Technical Assistance Center/Tier 2-3 Service Desk Lead / Active Secret

About the role

Location: Onsite in Kansas City, Missouri. The Hybrid Cloud Systems program operates and provides cybersecurity services to support the USMC application hosting environment and the enterprise operations center. The team also provides engineering and implementation services to deploy and operate the on-prem, hybrid-cloud and cloud datacenter environments. This is an opportunity to shape the way the USMC achieves its goals to provide enterprise application hosting while ensuring daily support and secure operations for a world-wide warfighter community.

Responsibilities

• Provide leadership and operational direction to the 24x7x365 TAC Shifts across two geographic areas.
• Oversee the triage and processing of all incidents, service requests, outages, and events supporting multiple operations teams and queues.
• Coordinate Incident/Outage response with the Incident Management Coordinator including execution of triage, resolution, after action, problem initiation/resolution, and implementation of lessons learned and improvements.
• Create, develop, distribute reports on team effectiveness and efficiency.
• Develop, review, assess, mature, update, and publish Processes, SOPs, Work Instructions, Artifacts, Templates and workflows to deliver services across the spectrum of operations. Maintain TAC knowledge base.
• Support the EHM Director in executing missions for operations of the Enterprise Hosting Management branch.
• Schedule all TAC shifts including deconflicting leaves, vacancies, etc.
• Ensure all TAC staff are trained on current and new role/position/skills with the support and coordination of the Trainer and Training Developer.
• Provide project management scheduling, execution, reporting, and status for TAC-specific projects.
• Participate in Agile project activities for new services/capabilities TAC will support.
• Support ITSM process leads and operations leadership in executing TAC responsibilities.
• Coordinate and plan with Operations leadership to ensure TAC readiness for implementation of new technologies, processes, or capabilities.
• Support the People Manager, by providing performance management input