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1810 - Service Desk Lead
Responsible for the overall system health and stability of IdAM services
Oversees and coordinates the daily work of the Service Desk
Coordinates Service Desk team schedule
Monitors the team’s incident’s queue
Diagnose, identify, isolate and analyze problems based on information presented by end users
Responsible for managing escalations for critical issues/problems or dissatisfied customers.
Proactively analyze incident and monitoring metrics to avoid operational incidents based on system trends
Create and maintain standard operational procedures including incident management guides, troubleshooting guides, etc.
Coordinates and engages Enterprise Services wherever required
Provide support to the System team during the operational baseline
24/7 On-call support for critical Operations in the field when needed
Proven problem-solving skills emphasis on first time resolution.
Update and create Standard Operating Procedure Documents
Excellent customer service skills
Strong communication skills, both verbal and written
Proven ability to quickly learn new software and IT concepts
Systems administration of Linux OS, COTS / FOSS software, and/or web services
Understanding of network and transport layer architectures and implementations
Understanding of cloud and on-premise architectures
Demonstrates initiative, independent problem-solving skills, strong analytical abilities, creativity, and a customer service-orientated personality
Demonstrates an ability to prioritize and organize efforts in a fast-paced environment
Bachelor’s of Science, Technology, Engineering and Mathematics (STEM) degree or equivalent work experience
Experience with configuring and managing monitoring and metrics tools to proactively track system usage
Understanding of enterprise IAM services, Identity Governance / Provisioning, Active Directory, LDAP, and PKI
Experience supporting multi-ops / COOP enterprise class systems
Experience supporting software deployments
COMP TIA Security+ (have or able to obtain), ISC2 CISSP, or other cybersecurity certification
US Citizenship required
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