Service Desk Administrator II - Secret Clearance

Proactively oversees and manages the service desk operations and staff. Ensures that sufficient staffing and skill levels are maintained throughout operational and prime hours in order to meet service level targets by managing shift staffing schedules, allocations and assignments. Act as an escalation point where difficult or controversial calls are received. Produces daily, weekly and monthly service desk performance metrics, statistics and management reports; and provides direct feedback to the staff on report findings. Monitors service desk and incident performance metrics, identifies improvement opportunities, and implements corrective action when needed. Assumes roles and responsibilities of Service Desk Administrators, first-line support via multiple channels (calls, walk-ins, email, self-service), Remedy queue and/or accounts administrator when workloads are high and additional experience is needed, staffing is insufficient or as required by operations. Establishes efficient, working relationships with the Information Management officers (IMOs), customer chain of command, and senior management. Report any issues that could significantly impact services. Represents the service desk at meetings. Arranges staff training and awareness; and performs briefings as needed to the service desk staff on changes or deployments that may affect customer service volumes. Ensures all documented policies, processes, and work-flows are being followed by the service desk staff; and identifies, updates and implements changes to continually improve and streamline processes. Provides senior level technical support to the service desk staff, IMOs and customers; in addition to having the technical ability to accurately determine call routing for Remedy incidents that cannot be immediately resolved at the service desk. Takes overall responsibility for incident and service request handling. Performs other duties and assignments as required.

Desired Candidate Profile

Qualifications Security Clearance: Requires an active Secret Clearance. Education / Certifications: One year of related experience may be substituted for one year of education if a degree is required. High School diploma or GED required. This position requires candidates to adhere to DoD 8570.01M. All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. Baseline certifications cannot also be used as a Computing Environment (CE) certification. The authorized certifications for this job title are listed as follows: BASELINE: Cisco: CCNA Security Cisco: CCNP Security CompTIA: A+ ce CompTIA: CASP+ ce: Advanced Security Practitioner CompTIA: CySA+ ce: Cybersecurity Analyst CompTIA: Network+ ce CompTIA: Security+ ce CompTIA: SecurityX ce GIAC: GCED: Certified Enterprise Defender GIAC: GCIH: Certified Incident Handler: Certified Incident Handler GIAC: GICSP: Industrial Cyber Security Professional GIAC: GSEC: Security Essentials ISACA: CISA: Certified Information Systems Auditor ISC2: CISSP ( or Associate ): Certified Information Systems Security Professional COMPUTING ENVIRONMENT (CE): CompTIA: Server+ Microsoft: 365 Certified: Endpoint Administrator Associate Microsoft: 365 Certified: Enterprise Administrator Expert Microsoft: 365 Certified: Messaging Administrator Associate Microsoft: 365 Certified: Modern Desktop Administrator Associate Microsoft: 365 Certified: Modern Desktop Administrator Associate Microsoft: 365 Certified: Security Administrator Associate Microsoft: Certified: Azure Administrator Associate Microsoft: Certified: Azure Database Administrator Associate Microsoft: Certified: Azure Security Engineer Associate Microsoft: Certified: Azure Solutions Architect Expert Microsoft: Certified: Identity and Access Administrator Associate Microsoft: Certified: Information Protection Administrator Associate Microsoft: Certified: Security Operations Analyst Associate Microsoft: MCSA: SQL 2016 Database Admin Microsoft: MCSA: SQL 2016 Database BI Development Microsoft: MCSA: SQL 2016 Database Dev Microsoft: MCSA: Windows 10 Microsoft: MCSA: Windows Server 2012 Microsoft: MCSA: Windows Server 2016 Microsoft: MCSE: Cloud Platform and Infrastructure Microsoft: MCSE: Core Infrastructure Microsoft: MCSE: Database Management and Analytics Microsoft: MCSE: Enterprise Devices and Apps Microsoft: MCSE: Private Cloud 2012 Microsoft: MCSE: Productivity Solutions Expert Microsoft: MCSE: Server Infrastructure 2012 Microsoft: MCT: Certified IT Professional Microsoft: MCT: Certified Systems Administrator

Experience

One year of related academic study above the high school level may be substituted for one year of experience up to a maximum of a 4-year bachelor's degree in a Software Engineering or Business Information Systems discipline for three years general experience. Should have a minimum of four years of experience in a Customer Service environment and one to two years in a service desk environment. Proven experience with leading a workforce in a high-tempo environment. Excellent customer service skills are mandatory. Experience with a customer service-oriented company. SUPERVISORY / BUDGETARY RESPONSIBILITIES At least two years of supervisory or lead experience is preferred.