Help Desk Task Order Lead

Description:

This position serves as the Task Order level Service Management Lead who shall be the primary liaison to the Government. This individual will be a Regional lead based in Chicago, IL and supports users across: IL, IN, OH, MI, WI and MN.

Responsibilities include:

• Daily Operations Management: Provides overall leadership, guidance, assigns tasks and oversee day-to-day operations of the IT Support Services, focusing on the Help Desk Teams. Ensure that both teams operate efficiently and effectively to meet the immediate and strategic IT needs of the Customer
• Oversees IT support service (and related ITIL) processes to make sure they are being effectively executed;
• Leads continual improvement of processes and manages the lifecycle of services;
• Provides oversight and guidance for the implementation of service processes, procedures, work instructions, and associated tools;
• Oversees knowledge management, training and education programs; aligns service processes and activities to the ISO 20000 Information Technology – Service Management standard;
• Assigns a named technical representative for each task order service processes; collaborates with service managers and functional leaders including engineering, operations, and service desk, as well as other Government contractors and service providers to enable seamless service execution across the service area.

Activities may include but are not limited to:

• Provide contract Draft and Final Transition Plans.
• Provide Staffing Management Plan of all assigned contractor staff.
• Provide Monthly Operational Status Report that captures or summarizes completed tasks, staffing status, financials (to include labor, travel and equipment ODC funds), and any issues/challenges encountered.
• Provide Project planning and facilitate implementation of government-approved projects.
• Participate in authorized on-site meetings; prepare and present briefings on progress of work, prepare and present debriefings on progress of work, prepare white papers and draft responses to IT-related data calls, as requested by Government COR.
• Develop and maintain SOPs to identify collaborative opportunities and support process interaction with other Government and contractor IT groups.
• Present SOPs to CORs for review and approval prior to implementation.
• Facilitate integration with established Government processes and procedures.

Requirements:

Education requirements: Bachelor’s degree in business administration, business management, information systems, information technology, engineering, or equivalent experience.

Certification Requirements:

• ITIL v3 Expert and/or ITIL 4 Managing Professional
• iCertified TBM Executive (CTBME)
• Tier 4 Public Trust

Experience Level Requirements:

• 10 years of experience managing IT Support Services with scope and complexity.
• Demonstrated experience working closely with IT managers, Business Process Partners and end users to establish processes and service level objectives consistent with defined service level expectations.
• Demonstrated experience managing teams of IT professionals supporting a large AO with a highly mobile
• Familiarity with Federal IT security requirements.

Preferred:

• 5 years minimum Help Desk/IT support project manager or task lead experience.
• 2-3 years of working experience using ServiceNow for Help Desk support and Asset Management