Service Desk Lead Senior

6 days ago

Arlington, Virginia, United States Cayuse Holdings Full time
Job Summary

Cayuse Holdings is seeking a highly experienced Service Desk Lead Senior to join our team. As a key member of our cybersecurity operations team, you will be responsible for leading a mid-size team of Service Desk Agents in a dynamic 24/7/365 operating environment.

Key Responsibilities
  • Manage all Service Desk functions and personnel management functions, including responsibility for providing feedback on candidates, on-boarding, training, and off-boarding staff.
  • Utilize collaboration tools to manage coordination and shift pass downs virtually to ensure continuity.
  • Coach staff through changes within the customers' environment.
  • Engage in stakeholder relationship management activities to ensure Service Desk products are delivering impactful results, maintain open lines of communication.
  • Ensure production and delivery of daily, weekly, and monthly reports for 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.
Requirements
  • 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.
Preferred Qualifications
  • Security+ certification.
  • A+ or any cloud certification like Azure or AWS.
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.

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