Tier2/3 Service Desk Lead / Active Secret

We are seeking a Technical Assistance Center/Tier 2-3 Service Desk Lead to lead operations, management, planning and projects for the Hybrid Cloud Services Hosting environment.   

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. 

What you will do:

• As a TAC/Service Desk Lead you will be responsible for planning, supporting, and ensuring successful operations of the EHM Tier 2/3 Service Desk supporting application hosting system administrators and operations of the Enterprise Hosting Management (EHM) branch.
• You will also work with Division and Branch infrastructure and teams: virtualization; backup/storage; platforms management; networking; and management, monitoring and automation tools.
• You will support Service Desk operations, scheduling, project management, as well as ensuring successful training and operations of the TAC 24x7x365 staff including customer interaction and support.

You will: 

• 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 and counseling or corrective actions at the lowest possible level.
• Require routine work nights/weekends to ensure oversight and operational capabilities for 24x7x365 shifts.
• Require periodic travel to geographically separated TAC sites.

Required:

• Bachelors degree and minimum of 10 years of relevant experience. An additional 4 years will be considered in lieu of the bachelors degree requirement. 
• Documented success leading Tier 2/3 Service Desk operations or Hosting Environment Support operations.
• Demonstrated Service Desk Management experience.
• Incident/Outage management and processes to support an Enterprise-Level response capability.
• Experience operating in an ITSM Management tool such as Remedy (preferred) to track and manage all work.
• Experience supporting call-center operations to include customer service, first-call resolution.
• Experience clearly and concisely reporting incidents, outages, and problems to senior leadership in written and verbal forms.
• Leadership and management skills in mentoring, training, developing technicians and peer-leaders.
• System Administration experience including Active Directory, virtualized environments, networking, storage/backup, Windows/Linux, Oracle/SQL to include supporting system administrator-troubleshooting and developing/coaching triage capabilities.
• Ability to develop, plan, execute, track, and manage projects to integrate, add, or enhance capabilities across a broad team.
• Excellent asynchronous communications skills and ability to use multiple communications and management tools.
• Experience in conflict management/resolution and negotiation to achieve operational success.
• IAT II certification (Security + or other qualifying certification under DoD 8140/CSWF Role System Administrator-Intermediate)
• ITIL Foundations Certification
• U.S. citizenship is required. 
• Active US DoD Secret security clearance. 

Preferred:

• Cloud Certification (Azure or AWS), ITIL Advanced Certification, Project Management Certification
• Prior leadership or management experience.