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Service Support Desk Lead (TS Cleared SCI eligible)

ECS is seeking a Service Support Desk Lead to work in our Fairfax, VA office.  

Job Description:

The successful candidate will Support Tier 3 Helpdesk Operations for the Department of Homeland Security’s (DHS) Continuous Diagnostics and Mitigation (CDM) Program. CDM is a dynamic approach to fortifying the cybersecurity of government networks and systems. ECS provides systems engineering, development, deployment and operations for the CDM dashboard, which provides critical insight into the cyber posture of federal agencies. 

The Helpdesk Lead will define and implement processes for effective Helpdesk Operations, serving industry partners and customers. This individual will be responsible for leading a team of 5 or more Tier 3 engineers, and for defining and implementing processes and procedures under this new program initiative to satisfy program requirements. Helpdesk operations are Additional responsibilities include defining, managing and routinely reporting upon Quality metrics, engaging with industry partners to escalate and manage Original Equipment Manufacturer (OEM) issues 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 Tier 3 helpdesk operations and customer transition to production operations. 
Helpdesk services must be available during a normal work week (Monday through Friday) from 7:00 a.m. through 5:00 p.m. Eastern Time (ET) daily. Occasional off-hour support may be required to remediate priority issues. 

Required Skills:

  • Candidate must Possess a Top Secret security clearance and be SCI eligible.
  • Bachelor's degree in a computer science or related field, with 6 – 8 years of experience.
  • Strong communication skills and ability to communicate effectively (written and verbal) with all levels of staff and management.
  • 2+ years of experience managing Service Desk operations in accordance with establish SLAs and service objectives.
  • 2+ years of experience defining and implementing processes for quality and service management.
  • 5+ years of experience supporting IT systems operations with the. gov Cyber Mission space and legal constraints applicable to civilian Government Agencies.
  • 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
  • Experience with configuration and maintenance of IT Service Management (ITSM) tools such as Atlassian Jira in a production environment supporting Event Management, Incident Management, Problem Management, and Change Management.

Desired Skills:

  • Experience with DHS Programs and the DHS SELC
  • Project Management Professional (PMP) Certification
  • SAFe Agile Experience and / or Certification
  • ITIL Practitioner Certification and ITIL Foundations Certification
  • Certified Information Systems Security Professional (CISSP)

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 2300+ 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.





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