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Enterprise Service Desk Program Lead with DHS or HSIN background

unlimited holidays - extra holidays - extra parental leave - long remote period allowed
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Senior (5-10 years)
Work from: 
United States
3M Consultancy logo
3M Consultancy Human Resources, Staffing & Recruiting Startup https://www.3m-consultancy.com/
2 - 10 Employees
About 3M Consultancy
3M Consultancy understands that every business is unique, and so are their hiring needs. With proven experience in recruiting for an array of companies big or small, we pride ourselves on our ability to match top talent with the right role, every time. From startups to Fortune 500s, we've got the expertise and resources to help your business scale and succeed. We have built our reputation as a top recruitment firm based on our knowledge, experience and industry contacts. With a team of experts who understand the latest trends and technologies, we're able to connect businesses with the best candidates that match their unique needs and goals. 3M Consultancy has offices located in North America and Dubai, with operations globally.
See more 3M Consultancy offers

Job description

Job Title: Enterprise Service Desk Program Lead with DHS or HSIN background
Location: Remote.
Duration: Full-time.

The Position:
As the Technical Operations Lead, you will lead Tier 3 and operations support for a federal Enterprise Service Desk Program supporting over 100,000 users. You lead all Operations & Maintenance activities and contribute to the overall technical solution. This role oversees all day-to-day service operations and is the main point of contact for communications and collaboration between operations, technical entities, application vendors, engineering, and other technical teams. You will hold daily operation stand-up calls to provide metrics on all aspects of program operations.  

Role Specific Duties:
Provide direct oversight of the Operations Support (Tier 3) teams
Monitor and assist in all day-to-day service operations
Ensure efficient and effective communication and collaboration between operations, technical entities, Application Vendors, Engineering, and other technical teams in support of overall programmission
Use appropriate channels of communication established during maintenance activities and unplanned outages
Oversee that all production applications are appropriately monitored and alerts properly configured to notify support personnel of system issues that breach defined benchmarks
Assist in system operations planning and strategy
Ensure application/system configurations are properly written, submitted, and documented.
Assist in the planning and execution of infrastructure changes impacting the HSIN System
Monitor system capacity and performance
Ensure new functionality or changes to the system meet stakeholder and user expectations.
Facilitate daily operational stand-up calls and provide metrics on all aspects of HSIN operations

Required Qualifications
5+ years of experience performing in a technical lead or management role for an enterprise service desk  
Strong communication and collaboration skills  
Self-starter; works effectively and productively with limited supervision
Maintaining a strong work ethic and willingness to collaborate on a team is required
Excellent time management and organization skills
Ability to work in a time-sensitive environment and meet all deadlines
You have strong knowledge of Microsoft Word, Microsoft Excel, Microsoft SharePoint, Microsoft PowerPoint, Microsoft Teams, and Adobe Professional
US Citizens only. Candidates will have to undergo public sector MBI Clearance
Previous experience within DHS or supporting the HSIN network is preferred

Required profile

Experience

Level of experience: Senior (5-10 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Adobe Creative SuiteTechnical LeadershipMicrosoft TeamsEnterprise Service BusMicrosoft SharePoint

Other Skills

  • Strong Work Ethic
  • Management
  • Verbal Communication Skills
  • Organizational Skills
  • Microsoft Excel
  • Microsoft PowerPoint
  • Microsoft Word
Are you interested?

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