175657 - Lead Help Desk Customer Support Analyst - VA - C
Industry
IT
Region
VA-Virginia
City
McLean
State
VA
Rate
Up to $57.30 DOE
Duration
7 months, CTH
Description


Northrop Grumman Technology Services sector is seeking a Lead Help Desk Customer Support Analyst to join our team of qualified, diverse individuals to manage our Service Desk. This position will be located in McLean, VA. The qualified applicant will become part of Northrop Grumman's Department of State (DOS) Consular Systems Modernization (CSM) Program, for the Bureau of Consular Affairs (CA). This initiative is intended to modernize and consolidate the operational environment under a common technology framework in order to better support the services provided to CA's customers.
Roles and Responsibilities:
o Lead a team providing 24x7 Tier III technical support and Tier IV COTS/third-party support to CA Tier I and II Service Desk personnel.
o Implement and maintain help desk SOPs based on ITIL-based incident and problem management processes.
o Ensure staff is trained and knowledgeable based on establish SOPs.
o Ensure all Tier III and Tier IV corrective actions are tracked, managed, and reported weekly.
o Generate requested SLA reports and weekly Operations Status Report.
o Conduct periodic lessons learned sessions, collaboratively with Tier I and II representatives, to analyze trends and root causes, report on incident escalation, continuously improve Service Desk performance and provide training to reduce escalation.
Prefer local candidates for face to face interviews.

REQUIRED EXPERIENCE:
Bachelor's Degree in a Computer Science or related field and 10 years of relevant experience.
A minimum of 3 years of experience managing Service Desk operations in accordance with establish SLAs and service objectives.
Experience with ITIL-based incident and problem management processes including escalation based on incident urgency, impact, and associated priority.
Experience using BMC Remedy to manage incident and problem management.
Ability to use tools provided to generate accurate service desk performance reports.
Excellent communication skills, both verbal and written.
Preferred Qualifications:
Formal Training in BMC Remedy.
Experience working in an agile software development environment.
Experience using engineering environments and tools that support agile development, such as JIRA, Confluence, and IBM CLM tools.
ITIL Foundations Certification.

EDUCATION:
Bachelor's Degree in a Computer Science or related field is required.

HOURS:
5/40 workweek

MISCELLANEOUS:
Applicants responding to this position will be subject to a government security investigation and must meet eligibility requirements by currently possessing the ability to view classified government information.

Contact
Silmese Graves at sgraves@chiptonross.com
CHIPTON-ROSS, INC.
11832 Fishing Point Drive, Suite 100
Newport News, VA 23606

Phone: (757) 595-0005 x261 or (877) 244-5418 x261

Candidates responding to this posting must currently possess the eligibility to work in the United States. No third parties please.

Chipton-Ross provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, protected veteran status, genetic information, or any other characteristic protected by Federal, State or local law. This policy governs all areas of employment at Chipton-Ross, including recruiting, hiring, training, assignment, promotions, compensation, benefits, discipline, and terminations.