Cyber Center Team Lead-Sierra Vista, AZ

This listing was posted on ApplicantPro.

Cyber Center Team Lead-Sierra Vista, AZ

Location:

Fort Huachuca, AZ

Description:

DirectViz Solutions, LLC (DVS) is currently seeking an Action Request Center (ARC) Team Lead in Fort Huachuca, AZ . The ARC Team Lead reports to the Theater Operations Branch Chief and is responsible for the overall performance and management of the team. The ARC Team Lead is responsible for managing/monitoring the staffing and work requirements for the team. The ARC Team Lead will ensure the necessary coverage is established on a daily, weekly, and monthly basis. The ARC Team Lead will provide maximum oversight of all operations within the team. The ARC Team Lead works directly with the Operations Branch Chief, Operations Division Chief and other Technical Team Leads. The ARC Team Lead will guide the processes for the ARC's documentation, ticket auditing, training, hiring, and expectation setting. The ARC Team Lead will establish and facilitate team meetings, maintain government/contractual reporting, establish process/guidelines, address concerns professionally, and set the stage for the team posture. Applicants must be available to work Day (0600 - 1430), Swing (1400 - 2230), and Midnight (2200 - 0630) shifts, if required. Applicants must be available to work weekends and holidays, as required. Schedule is subject to change in order to fulfill the needs of the mission. CYBER CENTER TEAM LEAD DESCRIPTION: Supervisory responsibilities to include but not limited to: Reporting and timekeeping; technical/administrative training; assuring ITIL process compliance; actively communicating with the government to include utilizing MS Teams; scheduling to effectively utilize all team resources; support management decision-making; committing to quality management standards, QA/QC compliance, and metrics analysis. Nominates employees for recognition and awards program. Enforces team, organization, and company policies. Trains, mentors, and coaches personnel on process procedures. Recommends innovative solutions to more effectively and efficiently support work performance. Assures ATCTS reporting compliance and employees training and certifications are current. Provides performance feedback and appraisals for all direct reports. Develop and periodically evaluate the Incident Prioritization Matrix for emerging criteria and process improvement. Create, modify, and escalate Incidents/Tickets, translating user requests into logical format for use by analysts in troubleshooting. Perform Quality Assurance follow-up with customers/end users. Comply with documented processes and procedures. Coordinate with technical teams and Operations Bridge Managers to support situational awareness across the RCC-C. Provide reporting as needed. Maintain a professional demeanor with our military, civilian and contractor customers. Manage 24x7 shift personnel, acting as an escalation point for technical and personnel issues. Maintain the 24x7 schedule to ensure full coverage to ensure full mission capability. Follow ITIL best practices to manage tickets and processes. Develop and/or maintain SOPs and TTPs associated with knowledge of relevant processes and procedures. Participate in special projects as required. Collaborate with GTMs, Branch Chiefs, Division Chiefs and RCC-C Leadership. Maintain a clean and safe working environment for all personnel. MINIMUM EDUCATION & EXPERIENCE: Active Secret clearance or the ability to obtain an interim Secret clearance Bachelors in an IT-related field or 2 years equivalent experience and 3 years customer service/ IT/ help desk experience REQUIRED SKILLS: Proficiency in using Microsoft Word, Excel, Outlook, Power Point, and Vizio Ability to perform on-call and after duty hours as needed Communicate effectively both orally and in a written form with users and office staff Capable of explaining complex procedures both verbally and in writing Work independently and within a team structure Ability to set priorities and organize work to meet deadlines Establish and maintain a cooperative working relationship with those contacted during the course of the work day Ability to solve problems quickly and completely in a logical manner PREFERRED SKILLS: Comp TIA Security + Knowledge of Information Technology System Management (ITSM) application 3-5 years or more of supervisory experience Call Center experience WORKING CONDITIONS: Working conditions are normal for an office environment. Fast paced, deadline-oriented environment. May require periods of non-traditional working hours including consecutive nights or weekends (if applicable). PHYSICAL REQUIREMENTS: Ability to sit, stand, walk for extended periods of time Ability to use a computer Ability to climb, kneel or crawl Ability to lift up to 20+ lbs. Applicants may be required to show proof of a COVID-19 Vaccination Record Card to be eligible for employment at some work sites. DirectViz Solutions, LLC provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.

Company:

Directviz Solutions

Posted:

December 26 2023 on ApplicantPro

Visit Our Partner Website

This listing was posted on another website. Click here to open: Go to ApplicantPro

Important Safety Tips

Always meet the employer in person.
Avoid sharing sensitive personal and financial information.
Avoid employment offers that require a deposit or investment.

To learn more, visit the Safety Center or click here to report this listing.

Cyber Center Team Lead-Sierra Vista, AZ | Manager in Executive Job at Directviz Solutions in Fort 1

Cyber Center Team Lead-Sierra Vista, AZ

Visit Our Partner Website