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TAC - Service Desk Lead

Kansas City, MO
Company Description: 

Network Runners, Inc. is a Information Technology Solutions Company - providing innovative IT solutions and organizational support within the DOD and the Civil sector.  Our largest presence is in the U.S. Marine Corps, U.S Army, U.S. Navy, Joint Agencies, DIA, USDA/NIFA, USDA/FNS, USDA/FSIS, USDA/FSA, BPD, BFS etc providing Information Technology and Organizational Support solutions. Today, NRI’s, experienced and highly qualified team members, are located in nearly a dozen cities nationwide. We are recognized for our value, ingenuity and mission focus. 
Headquartered in Sterling, Virginia, NRI is now an established CMMI Maturity Level 3 and ISO 9001: 2015 Certified Small Disadvantaged Business, Woman Owned Small Business, Virginia MBE and Maryland MBE.

Clearance: Must have an active Secret Clearance or higher. 

Position Description:

Responsible for the management and oversight of multi-faceted Service Desk team supporting a multi-site Data Center, Hosted Application and End User Services for an Enterprise SharePoint Suite.
Oversees the triage and processing of all: incidents, service requests, threshold events and supporting ITSM queues and workflows ensuring achievement of SLAs, Service Targets and Objectives.
Manages and coordinates Major Incident Response for complicated support issues with internal/customer/service provider technical, process and functional teams.
Creates and distributes daily, weekly and monthly reports on Service Desk CSFs, KPIs, Metrics and Measurements with corresponding action plans capitalizing on opportunities for improvement or efficiency.
Develops, reviews, assesses, matures and publishes Processes, SOPs, Work Instructions, Artifacts, Templates and workflows necessary to deliver Data Center and Service Desk services across the organization.
Oversees the solution database and interfaces with Knowledge Management to ensure quality solutions to key and recurring requests, incidents and events are available to Service Desk and Data Center staff.
Responsible for the creation and implementation of a framework for managing, measuring and improving Service Desk services and functions.
Responsible for the scheduling, training, development and assignment of all Service Desk roles and personnel.
Schedules, resources, reviews, validates and executes Service Operations services, activities and functions: Daily/Weekly Backups, Database/Platform Restoration, Platform Patching, Fault Isolation, Account Creation/Update, Stakeholder Notification, Personnel Recall, ITSM Queue/Telephone/Secure Chat/Mailbox Monitoring, Traditional Security Checks, Ticket: Creation, Logging, Categorization, Processing, Tracking, Escalation and Resolution, EAP Exercise/Execution and Service Reporting.

Required Experience:
  • Candidate must be of a senior level and have extensive experience in Enterprise/Data Center Service Desk Management, BMC Remedy Service Management Suite (or similar Enterprise-level ITSM tool), Microsoft Windows Server, Microsoft SharePoint, RHEL, LAN/WAN networking, APC StruXureWare, Proxy/Reverse Proxy, vROPS Operations Management Suite, Syslog, Splunk, NetBackup, Microsoft SQL, Oracle, VSphere, Active Directory/Directory Services, Kerberos, SNMP, Bash, PowerShell.
  • Specific expertise in ITSM, Incident Management, Event Management, Knowledge Management, Problem Management, Customer Service and Data Center technologies.
  • Requires ITILv3 Intermediate certification.

Required: ITILv3 Intermediate certification

Work Location: Kansas City, MO

Salary: Competitive salary

Attractive Benefits Package: Medical/Dental/Vision/PTO/401k/FSA
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