Service Desk Lead Senior - Cayuse Shared Services

Overview:

The Service Desk Lead (SDL) will be responsible for leading a mid-size team of Service Desk Agents in a dynamic 24/7/365 operating environment. As a focal point of ingest for the reporting and tracking of cyber incidents and threats relating to our nation's critical infrastructure, we support a critical and high visibility function of a contract supporting DHS CISA Central. We are looking for a SDL with at least 10 years of experience in operating and managing a service desk, and will be responsible for all aspects of daily operations ranging from managing staff, developing processes and procedures, ensuring quality of calls and products, and managing ticket life-cycle to include abandoned tickets. The SDL will also need to have strong skills in data/trend analysis and reporting. Another key area of focus for the SDL will be to develop and foster relationships with our clients to ensure we are meeting expectations and delivering top-notch service desk products and services. All duties and responsibilities are performed in accordance with the Mission, Vision, and Core Values of Cayuse Product Solutions.

Responsibilities:

• Manage all Service Desk functions and personnel management functions, which include responsibility for providing feedback on candidates, on-boarding, training, and off-boarding staff.
• Utilize Teams and Skype to manage coordination and shift pass downs virtually to ensure continuity.
• Ability to coach staff through changes within the customer’s environment.
• Engages in stakeholder relationship management activities to ensure Service Desk products are delivering impactful results, maintains open lines.
• of communication to enhance collaborative, constructive feedback to drive results.
• Ensure production and delivery of daily, weekly, and monthly reports for CISA leadership, including trend analysis.
• Responsible for continuous improvements and innovation as it relates to Service Desk functions.
• Drive automation and optimize efficiency and quality of data collected, reports created, and understand the mission impact of Service Desk functions.
• Coordinate with Federal Lead, Service Desk Agents (SDAs), and ticketing tool developers to recommend and coordinate ticket processing continuous improvements.
• Research Service Desk methodologies used by similar highly functioning organizations.
• Develop, execute, and update ticketing processes, including work instructions and references used by SDAs.
• Maintains and improves upon established Service Desk goals.
• Evaluate existing and develop new metrics with Federal Lead and ticket auditor to improve ticket quality.
• Review open and resolved items for consistency across tickets and room for continuous improvement.
• Address abandoned tickets and reach out to assigned groups for possible resolution.
• Designated as Key Personnel on the contract.
• Other duties as assigned.

Qualifications:

• Masters Degree with 10 years of relevant experience or Bachelors Degree with 15 years of experience.
• Information Technology Infrastructure Library V3 or V4 foundations certification.
• At least 5 years of experience as a leader/manager of a service desk with exposure to critical infrastructure domains. 
• Demonstrated ability to apply ITIL certifications to non-cyber service desk functions.
• ITIL 3 or 4 certification
• U.S. citizenship and an active Top Secret/SCI Security Clearance. Must be able to obtain and maintain DHS Suitability.
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Must possess problem-solving skills.
• Exceptional communication skills, both oral and written
• Ability to respond effectively to customers with a sense of urgency.
• Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.
• Highly motivated with the ability to handle and manage multiple tasks at any one time.
• Ability to forge new relationships, individual and teaming in nature.
• Must be a Self-starter, that can work independently and as part of a team.

Preferred Qualifications:

• Security+ certification
• A+ or any cloud certification like Azure or AWS

Reports to: Program Manager

 

Working Conditions

• Professional office environment.
• Must be physically and mentally able to perform duties for extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.
• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

 

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

 

Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal opportunity workplace and are an affirmative action employer.

Pay Range:USD $110,000.00 - USD $145,000.00 /Yr.