PRIMARY RESPONSIBILITIES:
•As an Operations Lead, directly manages Team Leads and oversees the operations of an Enterprise Service Desk in support of the United States Marine Corps.
•Manages and provides guidance for a growing number of Junior/Senior Service Desk Analyst, Leads, Detection and Analysis (D&A), and Reporting personnel. Daily functions include but are not limited to scheduling, work intake, deliverables management, staff training & development, and status reporting.
•Adheres to procedures in accordance with incident, problem, configuration, and change management processes and maintains compliance and audit readiness.
•Assists Leads and Desk Analyst in resolving IT issues received either by phone, email, or BMC Remedy ticketing system to an increasing customer base consisting of Military, Government, and Contractor end-users in order to meet the Government stakeholders SLA/SLT.
•Oversees the use of and provides technical guidance in the BMC Remedy ticketing system with a primary focus on Incident Management, Service Request Management, and Foundations Management People Records.
•Provides and/or reviews technical process and procedures for the Service Desk.
•Interacts with the Program Manager and/or Government stakeholders to ensure that desk operations are meeting the SLT's.
•Executes guidance provided by the Program Manager and/or the Government stakeholders regarding changes to service needs in order to meet SLT's.
•Responsible for ensuring the internal processes related to Information Technology Service Management (ITSM) and delivery are applied and used across the enterprise to ensure timely resolution of incidents and drive high availability.
•Leverages processes, utilizing Information Technology Infrastructure Library (ITIL) best practices, to ensure the IT organization designs, deploys and sustains high quality, highly available solutions that align with business and IT strategic objectives.
•Monitors service delivery compliance to quality standards, and customers and/or internal businesses/end user requirements.
•Applies deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
•Provides regular reporting to track issue resolution and compliance with SLA standards.
•Provides input into the development and implementation of action plans to address service/s underperformance.
•Provides project management, both in the context of technical service delivery and customer service.
•Reports to management on all operational events, ensuring team is fully aligned on outputs and deliverables.
•Manages support requests, ensuring priority process is adhered to - including escalation.
•Confers with customers and/or end users on a broad range of technical and operational topics, becoming a trusted advisor to the customers and/or end users.

BASIC QUALIFICATIONS:
•Ten+ (10+) years of information technology (IT) relevant experience
•Bachelor's Degree in Computer Science, MIS, Business, or related field; additional years of related training, education, and military experience may be considered in lieu of degree
•Holds Information Technology Infrastructure Library (ITIL) v3 baseline certification
•Experience with Project Management (PM) and customer service skills, along with a general understanding of related technologies
•Working understanding of service level agreements (SLAs) and how SLAs contribute to quality business outcomes
•Highly developed customer service ethic, coupled with a drive to deliver exceptional customer experience
•Possess a high degree of tack, diplomacy and professionalism when dealing with all types of customers
•U.S. citizen with a DoD Secret security clearance or higher

PREFERRED QUALIFICATIONS:
•Prior Navy NGEN or Marine Corps MCEN experience
•Experience of, or exposure to, Agile Project Management a plus
•ITIL 4 Foundation or Managing Professional
•Project Management certification
•Advanced graduate degree (e.g., master's degree, MBA, PhD, etc) with six (6) to ten (10) years of prior relevant experience