Service Desk Lead

ASM Research, An Accenture Federal Services Company • Harrisburg, PA • 2h ago

Supervises and coordinates activities of a team of IT members engaged in Intake requests from email or phone, review issues, assign work to appropriate team and resource, confirm priority of work and document impact of the situation. Track aging tickets and follow up with teams for closure.

Responsible for team productivity to ensure maximum output with a high Customer Satisfaction rating.

Analyzes performance indicators such as number of transactions per second, response time, and number of programs being processed to ensure systems are operating efficiently.

Studies problems and capabilities, and develops solutions for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency.

Provides recommendations on short term systems projects/plans.

Prepares operational forecasts and requirements for data

processing, systems development, and communications.

Oversees the conduct of feasibility studies for systems improvement and the preparation of systems project proposals.

Ensures compliance with policies, processes and procedures governing team deliveries to achieve work outputs of the team.

Monitors and supports the complex information technology and systems infrastructures.

Conducts analysis including planning, designing, and evaluating a variety of complex information technology tools.

Troubleshoots and resolves unique or complex problems in an efficient manner.

Performs root cause analysis and diagnostics on the more unique or complex production systems.

Administers and runs complex tests on operating system and related software.

Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.

Minimum Qualifications

Bachelor's Degree in IT, Computer Science or a related field preferred.

3-6 years of experience in Information Technology with 0-2 years of experience managing IT staff.

Security Requirement

T3/T5 equivalent eligible.

Certifications Requirement

Security+ Preferred but not required:

DevSecOps

Cloud (i.e. Azure, AWS, Google)

Other Job Specific Skills

Must have strong communication skills and be able to effectively communicate technical issues.

Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

Advanced knowledge of issued hardware and/or software products and excellent working knowledge of personal computers and peripherals required.

Ability to get team members to work together to accomplish tasks.

Stays up to date technically and applies new knowledge to job.

Ability to think long-term and establish achievable action plans.

Actively looks for ways to help people in the most efficient manner.

Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Understands the implications of new information for both current and future problem-solving and decision-making.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$115K - $125K

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

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