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Enterprise Service Desk Program Lead with DHS or HSIN background

Remote: 
Full Remote
Contract: 
Full time
Work from: 
District of Columbia (USA)

Offer summary

Qualifications:

5+ years of experience in a technical lead or management role for an enterprise service desk., Strong communication and collaboration skills., Proficient in Microsoft Office Suite and Adobe Professional., Previous experience within DHS or supporting the HSIN network is preferred..

Key responsabilities:

  • Lead Tier 3 operations support for a federal Enterprise Service Desk Program.
  • Oversee day-to-day service operations and facilitate communication between various technical teams.
  • Monitor system performance and ensure application configurations are documented and maintained.
  • Provide metrics on program operations during daily stand-up calls.

3M Consultancy logo
3M Consultancy Human Resources, Staffing & Recruiting Startup https://www.3m-consultancy.com/
2 - 10 Employees
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Job description

Job Title: Enterprise Service Desk Program Lead with DHS or HSIN background
Location: Remote.
Duration: Full-time.

The Position:
As the Technical Operations Lead, you will lead Tier 3 and operations support for a federal Enterprise Service Desk Program supporting over 100,000 users. You lead all Operations & Maintenance activities and contribute to the overall technical solution. This role oversees all day-to-day service operations and is the main point of contact for communications and collaboration between operations, technical entities, application vendors, engineering, and other technical teams. You will hold daily operation stand-up calls to provide metrics on all aspects of program operations.  

Role Specific Duties:
Provide direct oversight of the Operations Support (Tier 3) teams
Monitor and assist in all day-to-day service operations
Ensure efficient and effective communication and collaboration between operations, technical entities, Application Vendors, Engineering, and other technical teams in support of overall programmission
Use appropriate channels of communication established during maintenance activities and unplanned outages
Oversee that all production applications are appropriately monitored and alerts properly configured to notify support personnel of system issues that breach defined benchmarks
Assist in system operations planning and strategy
Ensure application/system configurations are properly written, submitted, and documented.
Assist in the planning and execution of infrastructure changes impacting the HSIN System
Monitor system capacity and performance
Ensure new functionality or changes to the system meet stakeholder and user expectations.
Facilitate daily operational stand-up calls and provide metrics on all aspects of HSIN operations

Required Qualifications
5+ years of experience performing in a technical lead or management role for an enterprise service desk  
Strong communication and collaboration skills  
Self-starter; works effectively and productively with limited supervision
Maintaining a strong work ethic and willingness to collaborate on a team is required
Excellent time management and organization skills
Ability to work in a time-sensitive environment and meet all deadlines
You have strong knowledge of Microsoft Word, Microsoft Excel, Microsoft SharePoint, Microsoft PowerPoint, Microsoft Teams, and Adobe Professional
US Citizens only. Candidates will have to undergo public sector MBI Clearance
Previous experience within DHS or supporting the HSIN network is preferred

Required profile

Experience

Industry :
Human Resources, Staffing & Recruiting
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Enterprise Service BusSystem MonitoringOperations Support SystemsTechnical LeadershipAdobe Creative CloudMicrosoft SharePoint

Other Skills

  • Collaboration
  • Communication
  • Microsoft Excel
  • Microsoft PowerPoint
  • Time Management
  • Virtual Teams
  • Microsoft Word
  • Teamwork
Are you interested?

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