Service Desk Shift Lead (Days)

Description:



SAIC has an opening for a day shift Service Desk Lead located in Washington, DC.

Position Description:

The MRA Operations Shift Lead is required to function in a leadership, analytical and technical capacity, ensuring that the assigned shift (as part of a 24 x 7 x 365 operations) functions in an effective, efficient and smooth manner.

The candidate is required to be able to multitask, ensuring that the Remedy ticket queue, customer calls and designated mailbox(s) that may house requests for assistance, are responded to promptly, effectively and resolved.

The individual is required to be able to orchestrate essential functions of the assigned team within the shift, ensuring that incoming calls are responded to promptly, minimizing the number of dropped calls, tickets are created, followed up on, and resolved.

The candidate also needs to ensure that all required daily reports, to include the Hot Issues, Turnover, and the MRA Shift Log are prepared correctly, completely and disseminated on time.

The candidate must be always cognizant of the shift s attention and responses to tickets to ensure that all performance metrics are either met or exceeded. Consistency in completing tasks (daily, weekly, monthly) is critical to the success of this position. Additionally, ideal candidate will be self-motivated problem solver possessing effective troubleshooting skills as it relates to IT issues.

Description of Duties:
- Responsible for ensuring assigned shift has ample staffing coverage so that tickets and customer calls are promptly responded to and resolved.
- Accountable for ensuring performance metrics are either met or exceeded.
- Comply with escalation procedures in a prompt and effective manner.
- Promptly and effectively escalated tickets to Operations Manager, Engineering Lead, and next tier to ensure timely resolution. Analyze reported problems and perform thorough and accurate troubleshooting steps to promptly resolve issues. Must have working knowledge of the Remedy ticketing system to document ticket status and resolutions. Perform customer support activities on escalated issues including troubleshooting, research, resolution, reporting, documentation and customer follow up.
- Closely monitor MRA production environment using tools such as SCOM/eG and respond to critical alerts, as required.
- Closely monitor and manage Remedy ticket queue to ensure that Critical/High tickets are given top priority to ensure prompt and timely resolution; reallocate tickets to ensure balanced workload among the team members.
- Perform in close coordination with the BlackBerry/GO/Citrix engineering team and various groups on issues potentially related to BES Servers, Active Directory, networks, Citrix Access Gateway (CAG), Juniper devices, and domain controllers.
- Work closely with all of Operations, Government representatives, and Department of State customers, to include VIPs and senior level managers (Government and Vanguard).
- Demonstrate knowledge and experience in BlackBerry/Remote Access Systems/Citrix related to system infrastructure and components.
- Working knowledge of RSA.
- Ability to interface with customers, peers, and management personnel in a professional, courteous and polite manner on a consistent basis. As essential personnel, the ideal candidate will have a strong sense of commitment to perform appropriate and sufficient staff coverage during the assigned shift. Candidate works closely with the other shift members to coordinate coverage and customer support at all times.

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Qualifications:
Required Education/Experience:
- Bachelor s degree in Computer Science, Management Information Systems or related discipline with 2 years of experience, or additional experience in lieu of degree.

Required Experience/Skills/Attributes:
- Ability to work effectively in a team environment and contribute towards organizational and program goals.
- Demonstrate willingness to exercise initiative with focus on enhancing the team effort.
- Ability to communicate effectively and professionally both verbally and in writing on a consistent basis.
- Ability to identify, troubleshoot and resolve issues in a timely and appropriate manner to meet or exceed performance metrics/service level agreement.
- Ability to interface with customers, peers, and management personnel in a professional, courteous and polite manner on a consistent basis.
- Ability to quickly and consistently follow guidance and direction in managing/updating and monitoring tickets in Remedy, resolving technical issues, following up with customers, and documenting status of tickets.
- Ability to maintain/sustain production goals or established baselines with regards to ticket closures to meet/exceed performance metrics.

Desired Experience/Skills/Attributes:
- Prior experience working within the Department of State IRM bureau will be considered as a significant plus.
- Experience with Remedy
- Experience with Microsoft system Center Operations Manager (SCOM) and/or eG.
- Knowledge and/or experience of RSA and Citrix

Clearance Requirement: SECRET (Active)

Additional Information:

Candidate may be required to work after normal business hours to troubleshoot and resolve technical system and production issues. Regular attendance and timely reporting to work is required.

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