Service Desk Lead

Service Desk Lead

Arlington, VA At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations. Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more. Join us to drive positive, lasting change that moves missions and the government forward!

The Service Desk Lead will oversee all system operations activities, develop and enforce operational policies, mentor junior staff, and manage large-scale projects.

The work:

• Develop and maintain the System Operations Plan and coordinate between different operational teams.
• Establish operational standards and best practices, lead operational reviews and assessments, and ensure integration of all operational components.
• Analyze operational performance metrics and recommend improvements, manage operational risks, and collaborate with program management to align operational solutions with program objectives.
• Design and implement operational improvements to enhance efficiency and reliability, establish incident management and problem management processes, and develop capacity planning strategies to ensure adequate resources.
• Lead operational readiness activities for new system deployments, coordinate operational activities across multiple teams and environments, and ensure compliance with security and regulatory requirements.
• Develop and manage operational budgets, establish service level agreements for operational services, and represent operations in cross-functional leadership forums.

Must have:

• Candidates must meet one of the following three areas:
• Advanced Degree: Master's degree or Ph.D. in one of the following fields: Computer Science, Cybersecurity, Data Science, Information Systems, Information Technology, or Software Engineering.
• Equivalent Training: Completion of one of the following accepted training programs:
• A-661-0500
• A-531-0022
• A-150-1980
• C-531-0038
• A-150-1940A
• A-150-1941
• A-150-1903
• C-150-1401
• W-150-4575
• S-250-1095
• A-150-1250
• A-102-5888
• A-102-5599 (SNOOP)
• A-531-0045
• A-113-0381
• A-113-0381
• A-113-0342
• A-104-0083(P/L)
• A-121-0594 (P/L)
• A-104-0084
• A-150-4219 (P/L)
• A-150-9020 (P/L)
• Technical Support Specialist (Advanced) Playlist
• Professional Certification: Holding one of these certifications:
• SecurityX / CASP+
• CCNP Security
• CISA
• FITSP-O
• GICSP
• SSCP
• 8 years of operations management experience in government or complex enterprise settings
• Proven leadership and process improvement ability
• Must meet DoD 8140 requirements

Security Clearance: Active Secret, Top Secret, TS/SCI, or TS/SCI with Polygraph clearance required, depending on position

The pay range for the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland is:

$106,300 - $221,100 USD

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on. Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement. Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.

Requesting An Accommodation Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. If you are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.

Other Employment Statements Applicants for employment in the US must have work authorization that does not now or in any future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. The Company 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. Additionally, 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 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 Company's legal duty to furnish information. California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.