Service Desk Lead in Norfolk, VA at Alion Science and Technology

Date Posted: 10/9/2019

Job Snapshot

  • Employee Type:
  • Location:
    Norfolk, VA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Alion is in search of an experienced Service Desk Lead to manage all aspects of Service Desk operations for the Navy Continuous Training Environment (NCTE) / Navy Enterprise Tactical Training Network (NETTN).  The Service Desk lead will be responsible for providing NCTE IT support for multiple enterprise networks and to customers located throughout the world.  This position requires regular interface with senior management, design engineers, customer stakeholders, implementation team members, vendors, and subcontractors.  The candidate will lead and train junior personnel and have oversight of all Service Desk related efforts. 

 Responsibilities include:

•         Establishing a Tier 1/2 helpdesk and providing enterprise IT support to customers across 8-10 different networks

•         Managing and tracking equipment to ensure proper baselines are applied and all associated hardware and cabling is shipped to the install location

•         Dispatching personnel to perform systems installs, testing, and SOVT at remote locations

•         Ensuring all configuration management documentation is updated and reflects the current as-built infrastructure

•         Writing detailed policy documents and standard operating procedures (SOP)

•         Ensure Remedy tickets meet defined SLAs and provide regular metrics to leadership with recommendations for changes and/or improvements

•         Develop service standardization effort to ensure customer support and product delivery is consistent and standardized

Bachelor’s degree in Computer Information Systems or related discipline, or equivalent education and experience.

•         5 + years of experience in IT management experience

•         10+ years of IT related experience

•         ITIL or CMMI certification preferred

•         Experience managing enterprise level networks required

•         Experience with VMware ESXi required

•         Experience with Windows Servers 2008R2/2012/2016, Windows desktop operating systems (WIN7 & WIN10 SHB) required

•         Experience with Redhat Enterprise Linux 6/7 a plus

•         Experience with Department of Defense Security Technical Implementation Guidelines preferred

•         Familiarity with VDI technologies and protocols a plus

•         Strong technical troubleshooting skills

•         Ability to read and digest technical information

•         Strong attention to detail

•         Strong customer focus, including the ability to manage customer needs and multiple work priorities

•         Must possess excellent oral and written communication skills

•         Security + and Linux+ or Microsoft certification

Must be a US Citizen hold a US Secret security clearance.


Next Steps

Next Steps


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