Cloud Service Desk Lead

Accenture • Arlington, VA

40d

About The Position

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations. Join Accenture Federal Services, a technology company and part of global Accenture, to do work that matters in a collaborative and caring community, where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more. Join us to drive positive, lasting change that moves missions and the government forward! Accenture Federal Services is seeking a Cloud Service Desk Lead to join our team and support our client in the Crystal City, VA area. This person will oversee first-level technical support, ensure incidents and service requests are documented, tracked, and resolved within SLA, manage scheduling coverage, set operational goals, and keep the team updated with necessary customer-specific knowledge.

Requirements

• 5 years of experience with customer service and Help Desk functions
• 5 years of experience with basic service engineering and administration
• 2 years of experience in cloud environments
• Experience collaborating across a cross-functional team and with stakeholders
• 1 year of experience administering Jira Service Management
• Must have an active Secret level clearance

Nice To Haves

• Ability to work in a secure environment, adapt to changing requirements, and coordinate effectively across stakeholders
• Ability to work effectively under pressure with demanding stakeholders
• Experience in fast-paced, high-standards environments

Responsibilities

• Provide IT Help Desk support to customers
• Jira service administration (Configure workflows, screens, fields, permissions, and notification schemes)
• Manage user accounts, groups, and project permissions
• Develop and maintain documentation and standard operating procedures
• Conduct IT troubleshooting to resolve issues and support services
• Support customer with strong customer service skills
• Drive collaboration and engagement through strong communication skills
• Support Agile processes and use tooling such as Jira to manage tasks

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees