Help Desk Lead (ServiceNow & Jira)- Remote/Delivery Center Role

Are you an experienced, passionate pioneer in technology - a solutions builder, a roll-up-your-sleeves technologist who wants a daily collaborative environment, think-tank feel and share new ideas with your colleagues - without the extensive demands of travel? If so, consider an opportunity with our US Delivery Center - we are breaking the mold of a typical Delivery Center.
Our US Delivery Centers have been growing since 2014 with significant, continued growth on the horizon. Interested? Read more about our opportunity below...
Work you'll do
- Provide oversight for end-to-end enterprise solutions that includes ongoing day to day operational support services (i.e. status reporting, ticket management, end-user support)
- Manage ServiceNow or Jira tool for ticket lifecycle - intake, triaging and resolution in accordance with established SLAs
- Manage resource workload against ticket volume and ensure optimal delivery
- Administer SOPs for operational activities and ticket management (i.e. triage, remediation, communication, reporting)
- Prepare Monthly Operations Dashboard including but not limited to # of tickets (new, open, resolved, pending etc.)
The team
From our centers, we work with Deloitte consultants to design, develop and build solutions to help clients reimagine, reshape and rewire the competitive fabric of entire industries. Our centers house a multitude of specialists, ranging from systems designers, architects and integrators, to creative digital experts, to cyber risk and human capital professionals. All work together on diverse projects from advanced pre-configured solutions and methodologies, to brand-building and campaign management. We are a unique blend of skills and experiences, yet we underline the value of each individual, providing customized career paths, fostering innovation and knowledge development with a focus on quality. The US Delivery Center supports a collaborative team culture where we work and live close to home with limited travel.
Qualifications
Required:
- Bachelor's Degree required preferably in Computer Science, Information Technology, Computer Engineering, or related discipline
- 4 years of operational IT or ICAM experience, preferably for organizations utilizing SailPoint and CyberArk
- 4 years of experience working within Ticketing Systems, such as ServiceNow or Jira Service Desk
- Experience training and overseeing T2 and T3 Help Desk Analysts, preferably in a technically oriented domain
- Demonstrated experience adhering to SLAs and meeting customer service standards
- Must be customer service oriented with exceptional communication skills.
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future .
- Must be able to obtain and maintain the required clearance for this role
- Travel up to 15%
Preferred:
- Prior professional services or federal consulting experience
- Previous Security Operations Center experience
- Certifications (e.g., CompTIA Security , CEH, CISSP)
#IND:G
#LI-RH1
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.