Enterprise Service Desk Lead

Location: Quantico, VA
Date Posted: 12-26-2017
MicroSystems Automation Group (MSAG) is recruiting for an Enterprise Service Desk Lead to be located in Quantico, VA.

Enterprise Service Desk Lead
The Enterprise Service Desk Lead is a key team leader that ensures onsite incident resolution to Government personnel and remote assistance to offsite locations.  Currently, the Network and Service Desk Hours of Operation (EST) are as follows: (1) Onsite incident resolution, Monday-Friday, 0600-2200 (a minimum of one (1) Service Desk and one (1) System Administration person during the hours of 0600-2200); and (2) On-call (after hours, weekends, and holidays) (Government provided duty-phone, 24x7x365).  Additionally, there is occasionally the need for surge support (i.e., outside normal operations or during unusual circumstances, such as: excessive call volume, technical failure, power interruption, damage to facility, system maintenance, system upgrades, or significant reduction in workforce due to an emergency). 
Supervise the performance of the Enterprise Service Desk Team.  The Enterprise Service Desk Team uses Remedy as the central repository used by information systems personnel for resolving all requests, incidents, and changes.  The following are the Remedy service modules currently in use: 
  • The Incident Management module
  • The Change Management module
  • The Asset Management module
  • The Knowledge Management module
  • The Configuration Management Database (CMDB)
  • The Action Request (AR) Server
  • Remedy Dashboard
  • Remedy training for IT Personnel
  • Site Information Database 
    The Enterprise Service Desk Lead will be deeply familiar with Remedy and the use of these modules.
    The Enterprise Service Desk Lead will also be responsible for the following:
  • Staff and operate Service Desk and applications (Tier-1) support in a way that ensures appropriate onsite and remote coverage for the Network during the Government's core work hours, on-call requirements, surge requirements and authorized outages.
  • Process and resolved network issues and elevate applications issues to Tier-2 service desk for local and remote users.
  • Ensure that user accounts are created in accordance with Information Assurance access control policy.
  • Upgrade Remedy as necessary and maintain the system and its modules to exploit new feature sets and address vulnerabilities critical to the network and in support of users. 
  • Maintain the Remedy Knowledge Database and contribute to documented solutions contained therein.
5 years of IT Service Desk Experience, 5 years of Remedy experience.
Bachelor’s Degree or 7 years of IT Service Desk experience for DoD customers. 
Microsoft OS, CompTia, HDI Certifications
Current SECRET

**Position is contingent upon contract award**

Interested candidates should email their resume and a cover letter to Recruiting@msag.net, with the position title in the subject line, or apply to the position via our career portal at

MicroSystems Automation Group (MSAG) is a Service-Disabled Veteran-Owned Small Business headquartered in Falls Church, VA. Since our beginning in 1986, we have provided technology solutions for Government and Commercial clients. Our company has a great corporate culture and is very customer and employee oriented.  Find our company reviews on glassdoor.com at  https://www.glassdoor.com/Reviews/MSAG-Reviews-E812411.htm

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