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Service Desk Lead in Alexandria, VA at Booz Allen Hamilton Inc.

Date Posted: 11/17/2018

Job Snapshot

Job Description

Job Number: R0032513

Service Desk Lead

Key Role:

Maintain responsibility for help desk staff and the activities associated with the identification, prioritization, and resolution of reported problems. Ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately. Maintain responsibility for the development, maintenance, and integrity of help desk software. Assign personnel to various operations and direct their activities, review and evaluate their work, and prepare performance reports.

Basic Qualifications:

-8 years of experience in a professional work environment

-2 years of experience with leading help desk operations

-Experience with supporting high performing teams in a high ops tempo environment

-Experience with Amazon Web Services and US government Commercial Cloud Services (C2S)

-Experience with US government security standards, DevOps and Agile methodologies, and IT Service Management principles

-Knowledge of US government enterprise infrastructure

-Ability to lead a service desk to mature, client-oriented environment and actively engage with service desk performance, SLA management, and metrics or trend analysis to proactively forecast changes in demand or client needs and requirements

-Ability to commute to Arlington, VA

-Top Secret clearance

Additional Qualifications:

-Experience with Java Web applications and Oracle databases

-Ability to be a thought leader in a dynamic client setting, develop a deep comprehension of client challenges, and provide proactive solutions

-TS/SCI clearance

-BA or BS degree in Business, Science, Technology, Engineering, or Mathematics

-AWS Cloud Practitioner Certification


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

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