Service Desk Shift Lead

Job Title: Service Desk Shift Lead

Work Location: Peterson SFB, CO

Clearance: Secret clearance

Education: Associate's degree or equivalent experience

Experience: Minimum 8 years of relevant experience

Certification: Must possess a DoD 8140.01 approved baseline certification or higher (Network+, A+ or Security+).

Schedule: Monday – Friday 10AM-6PM shift

Travel: Occasional

Salary:

Job Listing Number: CO24006

Contract Labor Category: Computer User Support Specialist SME

S4 Inc. is seeking a Service Desk Shift Lead to provide operational leadership and oversight within the Information Technology Enterprise Services (NITES) program, directly supporting the North American Aerospace Defense Command (NORAD) and United States Northern Command (USNORTHCOM). The Service Desk Shift Lead plays a critical role in managing and optimizing service delivery while implementing N&NC's technical roadmap. This position requires an individual who can effectively supervise service desk specialists, ensure timely incident management, and contribute to the mission-critical IT operations that support the defense of North America.

Key Responsibilities:

• Leadership and Supervision:
  • Provide leadership and direction to service desk specialists during assigned shifts, ensuring efficient and effective support to end-users and network operations.
  • Manage one or more customer service or service desk functions, allocating calls and resources as appropriate to maintain high service levels.
  • Supervise the handling of service requests and incidents, ensuring prompt investigation, diagnosis, and resolution of issues.
• Incident Management:
  • Oversee the logging of incidents and service requests, maintaining accurate and relevant records.
  • Identify and classify incident types and service interruptions, cataloging them by symptom and resolution.
  • Respond to reported service incidents, analyze their urgency, and initiate the incident management process in coordination with technical leads.
• Problem Resolution and Reporting:
  • Leverage experience and technical knowledge to address user problems, utilizing databases and knowledge bases to find potential solutions.
  • Compile, review, and submit required documentation and reports, including status reports, service desk metrics, SOPs, and COMSPOTS.
  • Monitor and analyze service desk performance, identifying areas for improvement and implementing changes to optimize service delivery.
• Operational Support:
  • Ensure adherence to agreed-upon procedures for service requests and incident handling, maintaining a high standard of service quality.
  • Collaborate with other IT teams to support the implementation of N&NC's technical roadmap, including the adoption of zero trust security models.
  • Provide first-line investigation and promptly escalate unresolved issues to appropriate technical teams.

Qualifications:

• Education: Associates of Arts/Associates of Science degree.
• Experience: Minimum of 8 years of related experience in IT service desk operations or a similar role.
• Technical Skills and Certifications:
  • Must be appropriately certified for the designated role in accordance with DoD 8140.01(Network+, A+ or Security+).
• Security Clearance: Active Secret clearance required.

Desired Skills:

• Strong leadership and supervisory skills with the ability to manage a team in a high-demand environment.
• Excellent problem-solving and analytical skills, with a focus on incident management and service optimization.
• Familiarity with ITIL processes and best practices for service desk operations.
• Experience working in a military or defense environment, with an understanding of the unique challenges and requirements.

To apply to this position please go to www.s4inc.com and click on Careers to complete and 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 Veterans/Disabled. S4 participates in the E-Verify employment verification program. 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 Janine Hunter, VP of Recruiting, by phone at (781) 430-9122 or by email at accommodation@s4inc.com.

Current Openings for Service Desk Shift Lead Jobs at S4 Inc.