We are seeking a Technical Assistance Center/Tier 2-3 Service Desk Lead to lead operations, management, planning and projects for the Hybrid Cloud Services Hosting environment.   Location: Onsite in Kansas City, Missouri

What you will do:

As a TAC/Service Desk Lead you will be responsible for planning, supporting, and ensuring successful operations of the HCS Tier 2/3 Service Desk supporting Application Hosting system administrators and operations of the Hybrid Cloud Services hosting environment including operations of the Enterprise Operations Center.

You will also work with associated hybrid cloud datacenter infrastructure and teams: virtualization; backup/storage; operating systems management; networking; and management, monitoring and automation tools. You will support Service Desk operations, scheduling, project management, as well as ensuring successful training and operations of the TAC 24x7x365 staff including customer interaction and support.

The Hybrid Cloud Systems program operates and provides cybersecurity services to support the USMC application hosting environment and the enterprise operations center. The team also provides engineering and implementation services to deploy and operate the on-prem, hybrid-cloud and cloud datacenter environments. This is an opportunity to shape the way the USMC achieves its goals to provide enterprise application hosting while ensuring daily support and secure operations for a world-wide warfighter community.

Your responsibilities will include:

• Providing leadership and operational direction to the 24x7x365 TAC Shifts across two geographic areas
• Oversees the triage and processing of all incidents, service requests, outages, and events supporting multiple operations teams and queues
• Ensures achievement of Service Level Agreements, Service Targets.
• Coordinates Incident/Outage response with the Incident Management Coordinator including execution of triage, resolution, after action, problem initiation/resolution, and implementation of lessons learned and improvements
• Creates, develops, distributes repots on team effectiveness and efficiency including critical success factors, Key Performance Indicators, Metroics and measures of performance.  
• Develops, reviews, assesses, matures, updates, and publishes Processes, SOPs, Work Instructions, Artifacts, Templates and workflos to deilver services across the spectrum of operations.  Maintains TAC knowledge base.
• Supporting the Incident Manager and HCS Operations Director in executing their missions for operations of the Enterprise Hosting Management and Enterprise Operations Center environments.
• Scheduling all TAC shifts including deconflicting leaves, vacancies, etc.
• Ensuring all TAC staff are trained on current and new role/position/skills with the support and coordination of the Trainer and Training Developer
• Providing project management scheduling, execution, reporting, and status for TAC-specific projects as directed by the Incident Manager, Operations Director or Program Manager
• Supporting the Incident, Event, Problem and Request Fulfillment Coordinators in all aspects of TAC execution of their responsibilities
• Coordinating and planning with Operations leadership to ensure TAC readiness for implementation of new technologies, processes, or capabilities
• In coordination with the People Manager, provide performance management activities needed to ensure successful career counseling, progression, and performance for the TAC staff.
• Requires routine work nights/weekends to ensure oversight and operational capabilities for 24x7x365 shifts
• Requires periodic travel to geographically separated TAC sites

Required:

• 10-14 Year experience with Bachelors, Will consider HS+ 14 years of experience.
• 6 years management experience + appropriate college degree.
• Documented success leading Tier 2/3 Service Desk operations or Hosting Environment Support operations.
• Incident/Outage management and processes to support an Enterprise-Level response capabilitiy.
• Experience operating in an ITSM Management tool such as Remedy (preferred) to track and manage all work.
• Experience supporting call-center operations to include customer service, first-call resolution.
• Experience clearly and concisely reporting incidents, outages, and problems to senior leadership in written and verbal forms.
• Leadership and management skills in mentoring, training, developing technicians and peer-leaders.
• System Administration experience including Active Directory, virtualized envrionments, networking, storage/backup, Windows/Linux, Oracle/SQL to include supporting system administrator-troubleshooting and developing/coaching triage capabilities.
• Ability to develop, plan, execute, track, and manage projects to integrate, add, or enhance capabilities across a broad team.
• Excellent asynchronous communications skills and ability to use multiple communications and management tools'
• Experience interviewing and recommending candidates for Service Desk Analyst positions.
• Experience in conflict management/resolution and negotiation to achieve operational succes
• IAT II certification (Security + or other qualifying certification), ITIL Foundations Certification.
• Active US DoD SECRET Clearance (Tier 3 investigation).

Preferred:

Cloud Certification (Azure or AWS), ITIL Advanced Certification, Project Management Certification