Service Desk Lead (Secret Clearance)

ECS is seeking a Service Desk Lead to work in our Scott AFB, IL office. Please Note: This position is contingent upon contract award.

Job Description:
The Service Desk Lead is responsible for managing a top-notch service desk in support of HQ USTRANSCOM. The Service Desk Lead shall prepare reports on incidents status and performance of request fulfillment. The Service Desk Lead will provide a focal point for incident management and request fulfillment for IT systems and services. The Service Desk will provide support to include, but not be limited to, lifecycle management of incidents (tickets), answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics/troubleshooting, account management and password services, diagnosing and resolving issues on unclassified and classified office information systems, and USTRANSCOM supported C4 systems.

Required Skills:

• Must be a U.S. Citizen.
• Active SECRET clearance and the ability to maintain clearance throughout the life of the contract.
• Bachelor’s Degree in information technology, or related field
• Minimum of three (3) years of experience managing a Service Desk tool suite for a large enterprise network
• Working knowledge in all aspects of automation, telecommunications, and IT networks
• Excellent troubleshooting and problem-solving skills
• Good communication skills and be able to communicate with ease in front of large audiences of senior IT and communications personnel

Desired Skills:

• Desired Service Desk Manager Certification, e.g., Service Desk Institute (SDI) Service Desk Manager, Help Desk Institute (HDI) Support Center Team Lead
• Minimum of three (3) years of experience with Service Operations and IT Service Management
• Preferred a minimum of ten (10) years of experience in Information Technology
• Working knowledge of USTRANSCOM systems to include but are not limited to: E-mail services, Collaboration services, Telephone services (VoIP/VoSIP), Records Management (RM), Electronic Information Management (EIM), SharePoint
• Familiarization with following a plus: TransViz, JFAST, AMHS and GCCS-J, Integrated Data Environment Global Transportation Network Convergence (IGC) and cloud managed services

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3000+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.