Service Desk Lead

Company: Perspecta
Location: Saint Louis
Posted on: April 8, 2021

Job Description:

Business Group Highlights

Civilian, State and LocalPerspecta's Civilian, State and Local segment partners with the U.S. Federal Civilian State and Local governments to provide infrastructure services, business solutions, and digital transformation services that help them achieve policy objectives and integrate citizen-centric services.
Responsibilities

Responsibilities: Provides Tier I services and is the single POC to address all End User Service (EUS) restoration requests. Contact channels include phone, voicemail, email, and the web. Routes issues not resolved on the initial call to the appropriate Tier II team and tracks through resolution. Performs Service Request Management (SRM) for the following: creation and validation of move, add, change (MAC) tickets; service request tickets resulting from a Service Request eForm (SReForm); fulfillment of logical requests; and tracking of each ticket through closure. Provides the Request Operations Center (ROC) for enterprise ticket management, SvD workforce management, and C2. Performs remote Desktop Management (RDM) to provide remote Tier II support for incident, MAC, and new business request tickets;
Functional Relationships: Collaborates with the NOC, SOC, Transport, and Seat Support Services in the logging, escalation, tracking, and resolution of incidents; engineering for deployment and upgrade of SvD tooling; and with CAMs to prioritize issues that have been escalated by xxxx.--
Authority: Directly accountable to the Program Manager, with authority acquire and allocate resources to operate the Service Desk; take corrective action as necessary to meet or exceed SLRs; represent the Perspecta Team in Service Desk meetings and working groups; and manage costs.Organizational Complexity: supporting users from varying geographic locations, supporting virtually; transforming to strong knowledge management for rotational government workforce; have queue managers to manage tickets sent to other vendors (like MS) - we own it and drive resolution no matter what vendor is working it;
Technological Complexity: using Service Now; transformation from Remedy to Service Now; transforming tickets and status; experience migrating to a cloud based ACD ;
Operating Model Complexity: large geo dispersement; large volumes; ability to handle surge effectively;Desired: experience and knowledge of creating service desk delivery in terms of the customer experience; automation, drive improvements; introduce new approaches such as chat; true SPOC to log and manage tickets across multiple contracts for resolution quickly and efficiently; managing ticket resolution;
Qualifications

Minimum Education: Bachelors
Certifications: HDI
Experience Level (LCAT minimum): BS 12-15, MS 10-13. Phd 10+Clearance: SECRET
About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sector-from investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nation's most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to do just that, as a partner of choice across the entire sector.

Perspecta is an--AA/EEO --Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. As a government contractor, Perspecta abides by the following provisionPay Transparency Nondiscrimination ProvisionThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of the other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c). A rewarding career for military veterans and reservists US Navy photo by Mass Communication Specialist 3rd Class T. Logan Keown Join our careers network and you'll receive job alerts as new opportunities emerge. Perspecta 14295 Park Meadow Drive, Chantilly, VA 20151

Keywords: Perspecta, St. Louis , Service Desk Lead, Other , Saint Louis, Missouri