Service Desk Lead
About The Position
The Service Desk Lead will oversee all system operations activities, develop and enforce operational policies, mentor junior staff, and manage large-scale projects. Develop and maintain the System Operations Plan and coordinate between different operational teams. Establish operational standards and best practices, lead operational reviews and assessments, and ensure integration of all operational components. Analyze operational performance metrics and recommend improvements, manage operational risks, and collaborate with program management to align operational solutions with program objectives. Design and implement operational improvements to enhance efficiency and reliability, establish incident management and problem management processes, and develop capacity planning strategies to ensure adequate resources. Lead operational readiness activities for new system deployments, coordinate operational activities across multiple teams and environments, and ensure compliance with security and regulatory requirements. Develop and manage operational budgets, establish service level agreements for operational services, and represent operations in cross-functional leadership forums.
Requirements
- Minimum 8 years of operations management experience in government or complex enterprise settings
- Proven leadership and process improvement ability
- Must meet DoD 8140 requirements
- Bachelor’s degree (or an additional 4 years of equivalent experience)
- Active TS/SCI clearance
Responsibilities
- Oversee all system operations activities
- Develop and enforce operational policies
- Mentor junior staff
- Manage large-scale projects
- Develop and maintain the System Operations Plan
- Coordinate between different operational teams
- Establish operational standards and best practices
- Lead operational reviews and assessments
- Ensure integration of all operational components
- Analyze operational performance metrics and recommend improvements
- Manage operational risks
- Collaborate with program management to align operational solutions with program objectives
- Design and implement operational improvements to enhance efficiency and reliability
- Establish incident management and problem management processes
- Develop capacity planning strategies to ensure adequate resources
- Lead operational readiness activities for new system deployments
- Coordinate operational activities across multiple teams and environments
- Ensure compliance with security and regulatory requirements
- Develop and manage operational budgets
- Establish service level agreements for operational services
- Represent operations in cross-functional leadership forums
Benefits
- Hands-on experience
- Certifications
- Industry training
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What This Job Offers
Job Type
Full-time
Career Level
Senior
