AMERICAN SYSTEMS

Service Desk Team Lead

AMERICAN SYSTEMS • $100K — $126K *
US-AnywhereRemote in Mc Lean, VA
Information Technology
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree and minimum 5 years of experience in IT support
  • Active Secret Clearance required
  • Experience managing Tier 2 and Tier 3 IT service desk operations
  • Background in engineering and technical support for enterprise IT systems
  • Strong understanding of general IT systems and support processes
  • Ability to work in specialized and broad technical environments
  • Experience maintaining system stability and performance
  • Familiarity with ServiceNow IT ticketing system

Responsibilities

  • Implement Tier 2 and Tier 3 support for DLSA systems
  • Provide user support weekdays, 8 AM to 5 PM CT
  • Manage help tickets escalated from AETC AIS Service Desk
  • Oversee engineering and technical support activities
  • Maintain system stability and reliable operations
  • Support a complex system environment using specialized and general IT knowledge
  • Lead strategic technical efforts for new capabilities and service improvements
  • Ensure service desk meets service level agreements (SLAs)

Benefits

  • Comprehensive healthcare benefits
  • Paid leave
  • Retirement plans
  • Insurance programs
  • Education and training assistance
Full Job Description
Overview

Responsibilities
  • Establish and implement Tier 2 and Tier 3 support for all stakeholders of DLSA systems, services, and components.
  • Provide user and help desk support Monday through Friday, 8:00 AM to 5:00 PM Central Time.
  • Receive and manage help tickets escalated from the AETC AIS Service Desk AASD for issues requiring deeper technical analysis and resolution.
  • Oversee and coordinate engineering and technical support activities across DLSA-supported systems.
  • Maintain the stability, reliability, and high-performance operation of systems and services.
  • Support a system of systems environment byleveragingboth:
  • specialized technicalexpertisein specific technologies, and
  • broader general IT systems knowledge.
  • Lead or support longer term and strategic technical efforts, including deployment of new capabilities and service improvements.
  • Ensure service desk operations meet required service level agreements SLAs.
  • Serve as a key point of coordination for escalated technical issues requiring Tier 2 and Tier 3 intervention.
Qualifications
  • Bachelor27s degree and minimum 5years of experience
  • Active Secret Clearance
  • Experience managing or supporting Tier 2 and Tier 3 IT service desk operations.
  • Experience in engineering and technical support for enterprise IT systems.
  • Strong knowledge of general IT systems and support processes.
  • Ability to work in environments requiring both specialized systemexpertiseand broad technical coordination.
  • Experiencemaintainingsystem stability, availability, and performance.
  • Experience supporting or implementing new technical capabilities in an operational environment.
  • Experience with ServiceNow IT ticketing system.
Pay Transparency StatementAMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $100,000.00/Yr. - USD $126,000/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

About AMERICAN SYSTEMS

AMERICAN SYSTEMS is a government IT solutions provider. The Company provides solutions in national security, healthcare, and public sector markets. Its services include acquisition and lifecycle support, enterprise IT, healthcare IT, intelligence analysis, and training and simulation. The Company's customers include the Department of Defense, Department of State, Department of Justice, and Department of Homeland Security. AMERICAN SYSTEMS was founded in 1975 and is headquartered in Chantilly, Virginia.
Learn more about AMERICAN SYSTEMS
Size
1,500 employees
Industry
Information Technology
Founded
1975
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at AMERICAN SYSTEMS

More Information Technology Jobs

Find similar Service Desk Team Lead jobs:

NationwideRemote