Booz Allen Hamilton Service Desk Lead in Alexandria, Virginia

Service Desk LeadinAlexandria, VAatBooz Allen Hamilton Inc.

Date Posted:10/17/2018

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  • Location:

Alexandria, VA

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About Us

At Booz Allen, we harness our collective ingenuity to solve our clients’ toughest management and technology problems. We work with governments, Fortune 500 corporations, and not-for-profits around the globe, in industries ranging from defense to health, energy to international development. We believe there is no product, code, or strategy that can create progress—only people can. That’s why for more than 100 years we’ve empowered our team: over 24,000 dreamers, drivers, and doers who work together to change the world .

Job DescriptionJob Number: R0032513

Service Desk Lead

Key Role:

Maintain responsibility for help desk staff and the activities associated with the identification, prioritization, and resolution of reported problems. Ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately. Maintain responsibility for the development, maintenance, and integrity of help desk software. Assign personnel to various operations and direct their activities, review and evaluate their work, and prepare performance reports.

Basic Qualifications:

-8 years of experience in a professional work environment

-2 years of experience with leading help desk operations

-Experience with supporting high performing teams in a high ops tempo environment

-Experience with Amazon Web Services and US government Commercial Cloud Services (C2S)

-Experience with US government security standards, DevOps and Agile methodologies, and IT Service Management principles

-Knowledge of US government enterprise infrastructure

-Ability to lead a service desk to mature, client-oriented environment and actively engage with service desk performance, SLA management, and metrics or trend analysis to proactively forecast changes in demand or client needs and requirements

-Ability to commute to Arlington, VA

-Top Secret clearance

Additional Qualifications:

-Experience with Java Web applications and Oracle databases

-Ability to be a thought leader in a dynamic client setting, develop a deep comprehension of client challenges, and provide proactive solutions

-TS/SCI clearance

-BA or BS degree in Business, Science, Technology, Engineering, or Mathematics

-AWS Cloud Practitioner Certification


Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; Top Secret clearance is required.

We’re an EOE that empowers our people—no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status—to fearlessly drive change.