SERVICE DESK LEAD
Scott Air Force Base, IL 
Share
Posted 13 days ago
Job Description
SERVICE DESK LEAD
Job ID 2021-6012
Job Locations US-IL-Scott AFB
Category IT: Support / Technician
Type Regular Full-Time
Overview

For more than 30 years, NCI Information Systems has been a leading provider of digital transformation solutions and services to U.S. government agencies. With its Empower Platform, NCI is at the forefront of implementing artificial intelligence (AI) solutions to solve the government's most complex mission challenges. Headquartered in Reston, Va., NCI is accelerating public sector AI adoption to create a government workforce that is exponentially more creative and productive. For more information, visit www.nciinc.com.

NCI is proud to be recognized as a 2022 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

Service Desk Lead

Job Description

The Service Desk Lead is responsible for managing a top-notch service desk in support of HQ USTRANSCOM. The Service Desk Lead shall prepare reports on incidents status and performance of request fulfillment.

Key Tasks and Responsibilities

Serve as the focal point for incident management and request fulfillment for IT systems and services, providing support to include, but not limited to:

    Lifecycle management of incidents (tickets)
  • Answering calls
  • Executing request fulfillment actions
  • Providing functional user support
  • Training issues
  • Initial diagnostics/troubleshooting
  • Account management and password services

Diagnosing and resolving issues on unclassified and classified office information systems, and USTRANSCOM supported C4 systems

Qualifications

JOB REQUIREMENTS

Education & Experience

  • BA/BS Degree with 12+ years of experience is required

Demonstrated experience with the following:

  • Experience leading a team
  • Excellent written and verbal communication skills that effectively and clearly present technical approaches and findings to customers, senior DoD, and non-DoD officials
  • Demonstrated experience providing overall enterprise-level network system administration, planning, and management
  • Minimum of three (3) years of experience managing a Service Desk tool suite for a large enterprise network
  • Working knowledge in all aspects of automation, telecommunications, and IT networks
  • Excellent troubleshooting and problem-solving skills

It is desired that the Task Lead for Server Operation and Maintenance have the following qualifications and demonstrated experience:

  • Three (3) years of experience with Service Operations and IT Service Management
  • Ten (10) years of experience in Information Technology

Certifications

  • Must meet DoD 8570 IAT Level II requirements
  • Service Desk Manager Certification, e.g., Service Desk Institute (SDI) Service Desk Manager, or Help Desk Institute (HDI) Support Center Team Lead certifications are highly desired
  • ITIL Foundations certification is desired

Security Clearance

  • US Government Secret (T3) clearance is required

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

  • Candidate must meet DoD 8570 IAT Level II requirements

EOE AA M/F/Vet/Disability

EEO is the Law: https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_self_print_poster.pdf

DoD 8570.01.M: http://www.dtic.mil/whs/directives/corres/pdf/857001m.pdf

PHYSICAL REQUIREMENTS:

This position requires the ability to perform the below essential functions:

  • Sitting for long periods
  • Standing for long periods
  • Ambulate throughout an office
  • Ambulate between several buildings
  • Stoop, kneel, crouch, or crawl as required
  • Repeatedly lift and carry weight up to 50 pounds
  • Travel by land or air transportation 15%

About NCI

It is the policy of NCI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. NCI is a VEVRAA Federal Contractor.

Need help finding the right job?
We can recommend jobs specifically for you! Click here to get started.

It is the policy of NCI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. The information above has been designed to indicate the general nature and level of work performed by employees within the classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.

 

Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
12+ years
Email this Job to Yourself or a Friend
Indicates required fields