Service Desk Lead

Job Title: Service Desk Lead

Work Location: Colorado Springs, CO

Clearance: Current Secret; TS+ is desired

Please note that you must be a US citizen to apply to this position

Education: BS/BA; and 3-5 years' of relevant Service Desk Management experience  

Experience: 7 years of relevant professional experience (or a combination of education, training, and experience)

Certifications: Security +CE, ITIL v3 Foundations (or must be able to obtain within 90 days of hire)

Schedule:  M - F

Travel: Occasional

Salary: Commensurate with experience

Job Listing Number: CO19030

LCat: Service Desk Lead

Position Description/ Summary:

• Promote, implement, and support a team environment with participation from all
• Responsible for Tier I Service Desk and Service Desk employees
• Manages the day-to-day operations of the Service Desk including Incident Management and Problem Management processes
• Monitor and manage ticket queues on a daily basis
• Responsible for generating multiple reports, including monthly deliverables
• Notify management when tickets have failed the KPI/SLA metrics
• Solid understanding of ITSM incident management and service desk disciplines
• Review service desk performance and identify service improvements, implement corrective and preventive action as and when appropriate
• Weekly / Monthly performance review with customer
• Additional duties as assigned

Minimum Qualifications:

• BS/BA; and 3-5 years' of relevant Service Desk Management experience, or 7 years of relevant professional experience (or a combination of education, training, and experience)
• Current Security+ CE, ITIL v3 Foundations (or must be able to obtain within 90 days of hire)

• Current Secret clearance; TS+ is desired
• Ability to apply office management practices and administrative support processes
• Ability to work under pressure and tight deadlines, and multi-task
• Ability to work independently and within a team environment

• Previous experience supporting government and/or Department of Defense customers

• Commitment to maintaining the highest standard of customer service with outstanding written and oral communication

To apply to this position please go to www.s4inc.com and click on Careers to complete an employment application and to upload your resume.

S4 Inc. offers competitive salaries and a comprehensive benefits package with 401(k), and universal time off.  We are an Equal Opportunity Employer, including disability/veterans. S4 participates in the E-Verify employment verification program.  If you are looking for a challenging and rewarding position, then we invite you to submit your resume.  Candidate selected must be able to obtain and maintain the security clearance required by the contract at all times.

If you are an individual with a disability or a disabled veteran, and need a reasonable accommodation to apply to a position, please contact Michelle Sweeney, HR Manager, by phone at (781) 273-1600 or by email at accommodation@s4inc.com.

Current Openings for Service Desk Lead Jobs at S4 Inc.