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Service Desk Task Lead

ECS is seeking a Service Desk Task Lead to work in our Washington, D.C. office.  

Job Description:

ECS-Federal has an immediate opening for an experienced Service Desk Task Lead with extensive experience leading application support, maintenance, upgrade support, cloud migrations using SDLC processes with an Agile emphasis. 

The successful candidate will lead the Service Desk that operates as the single point of contact for all the Mint end-users at each location and is responsible for managing all service requests and incidents captured within the ITSM from initiation to resolution. This also includes active monitoring and proactive restoration of all network, systems, vulnerability and end user compute services. The Service Desk is responsible for delivering and supporting enterprise services including in-processing and out-processing of users, email services, workstation provisioning/deprovisioning/ break-fix, video and teleconferencing support, and desktop application life cycle management.

The Service Desk Lead will work with the ITSM Lead to define and implement processes for effective Service Desk Operations, serving US Mint stakeholders. This individual will be responsible for leading a team of 10 or more Tier 1-4 engineers, and for defining and implementing processes and procedures under this new program initiative to satisfy program requirements. Additional responsibilities include defining, managing and routinely reporting upon Quality metrics, engaging with industry partners to escalate and facilitating the integration of frequently asked questions and customer feedback into the release cycle. The ideal candidate balances technical expertise with effective management, process improvement and customer engagement to facilitate successful Service Desk operations and customer transition to production operations. 

The Service Desk provides localized onsite deskside support during core hours of 7am - 6pm at all Mint locations (the field sites and Headquarters), while offering 24/7 coverage via Tier I call center for remote assistance during non-core hours. This includes a rotational designated on-call duty officer support for after-hours support of critical requests. Service Desk tickets, monitoring alert messages, and calls are routed to the mobile phone of the duty officer who follows a detailed SOP to troubleshoot, resolve, and/or escalate as appropriate.

Required Skills:

  • US Citizen and candidate must have or be eligible for a Public Trust security clearance.
  • Bachelor's degree in a computer science or related field preferable, with 3-5 years of lead experience.
  • 3+ years of experience with configuration and maintenance of IT Service Management (ITSM) tools such as Ivanti and ServiceNow. 
  • 3+ years of experience managing Service Desk operations in accordance with establish SLAs and service objectives.
  • 3+ years of experience defining and implementing processes for quality and service management.
  • Experience with ITIL-based incident and problem management processes including escalation based on incident urgency, impact, and associated priority.
  • Experience working in an agile software development environment.
  • Strong communication skills and ability to communicate effectively (written and verbal) with all levels of staff and management.

Desired Skills: 

  • Security+ Certification
  • ITIL Foundation v3 Certification
  • PMP Certification
  • HDI Training/Certifications

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 2500+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

Company Name:
Security Clearance:
Public Trust
Washington, District of Columbia
United States
Not Specified
Job Number:

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