Technical Assistance Center/Tier 2-3 Service Desk Lead / Active Secret
Peraton · Kansas City, MO, US
About this role
## Responsibilities We are seeking a **Technical Assistance Center (TAC) / Tier 2–3 Service Desk Lead** to lead operations, management, planning, and projects for the **Hybrid Cloud Services Hosting** environment. **Location:** Onsite in **Kansas City, Missouri** The Hybrid Cloud Systems program operates and provides cybersecurity services to support the **USMC application hosting environment** and the enterprise operations center, including engineering and implementation services for on-prem, hybrid-cloud, and cloud datacenter environments. ### What you will do - Provide leadership and operational direction to **24x7x365 TAC shifts** across **two geographic areas**. - Oversee triage and processing of **incidents, service requests, outages, and events** supporting multiple operations teams and queues. - Coordinate incident/outage response with the **Incident Management Coordinator**, including triage, resolution, after-action, problem initiation/resolution, and implementation of lessons learned. - Create and distribute reports on **team effectiveness and efficiency**. - Develop, review, assess, mature, update, and publish **Processes, SOPs, Work Instructions, Artifacts, Templates, and workflows**. - Maintain the **TAC knowledge base**. - Support the **EHM Director** in executing missions for operations of the Enterprise Hosting Management branch. - Schedule TAC shifts (including deconflicting leaves and vacancies). - Ensure TAC staff are trained on current and new role/position/skills with support from the **Trainer and Training Developer**. - Provide project management scheduling, execution, reporting, and status for TAC-specific projects. - Participate in **Agile** activities for new services/capabilities TAC supports. - Support ITSM process leads and operations leadership in executing TAC responsibilities. - Coordinate with Operations leadership to ensure TAC readiness for new technologies, processes, or capabilities. - Provide performance management input and counseling/corrective actions at the lowest possible level. - Perform routine work nights/weekends to ensure oversight for **24x7x365** shifts. - Travel periodically to geographically separated TAC sites. ## Qualifications ### Required - **Bachelor’s degree** and **5+ years** of relevant experience (an additional **4 years** may be considered in lieu of the degree). - Documented success leading **Tier 2/3 Service Desk** operations or **Hosting Environment Support** operations. - Demonstrated **Service Desk Management** experience. - **Incident/Outage management** and processes supporting an enterprise-level response capability. - Experience using an **ITSM tool** (e.g., **Remedy** preferred) to track and manage work. - Experience supporting call-center operations, including **customer service** and **first-call resolution**. - Ability to clearly and concisely report incidents, outages, and problems to senior leadership (written and verbal). - Leadership/management skills mentoring, training, developing technicians and peer-leaders. - **System Administration** experience including **Active Directory**, virtualized environments, networking, storage/backup, **Windows/Linux**, and **Oracle/SQL** (including troubleshooting and coaching triage capabilities). - Ability to develop, plan, execute, track, and manage projects to integrate/add/enhance capabilities across a broad team. - Excellent **asynchronous communication** skills and ability to use multiple communications/managemen
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