IT Enterprise Service Desk, Lead in Reston, VA at Booz Allen Hamilton Inc.

Date Posted: 5/14/2018

Job Snapshot

  • Employee Type:
  • Location:
    Reston, VA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Job Number: R0028848

IT Enterprise Service Desk, Lead

Key Role:

Serve as the primary Booz Allen service desk representative to the government on all MESB service desk-related matters. Develop procedures that support the execution of service desk activities, including process flows, defined roles and responsibilities, knowledge articles, and reporting schema to enable the establishment of appropriate touch points and engagements. Employ IT Service Management (ITSM) best practices, identifying and implementing opportunities for performance improvement associated with service desk performance, productivity, knowledge, and Service Desk Level Agreements. Ensure the delivery of a 15-person onsite technical support team for Tier 1 and Tier 2 resolution to all MESB end users. Provide direction and guidance for investigating, resolving, documenting, and reporting the causes and corrective actions in the Remedy ITSM System for all incidents assigned by the service desk. Define, manage, and maintain contractual Service Level Agreements (SLAs) for each performance metric. Develop and maintain the service catalog.

Basic Qualifications:

-5+ years of experience with managing or leading service desk tasks for a large-scale enterprise service desk

-Experience with executing IT Service Management best practices

-Experience with Commercial Off-the-Shelf ITSM suites, including BMC Remedy or ServiceNow

-Experience with implementing service improvement processes in response to performance metrics or service level agreements

-Experience with leading, directing, and evaluating task execution and performance exercising latitude and independence of the team to implement solutions, as needed

-Active TS/SCI clearance

-HS diploma or GED

-ITIL v3 Intermediate Certifications, including DoDI 8570.01 Level I Certification

Additional Qualifications:

-Experience with DoD or IC Service Desk Management

-Experience with managing large enterprise service desks

-BA or BS degree

-ITIL Expert Certification and Project Management Professional (PMP) Certification


Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.

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