AceInfo Solutions, Inc.

  • Service Lead

    ID
    2019-4026
    Job Location
    US-CO-Colorado Springs
    Type
    Regular Full-Time
    Clearance
    Top Secret
  • Overview

    AceInfo is currently seeking a Service Lead to support our upcoming federal project, in Colorado Springs, CO. 

     

    The successful candidate will provide the following:

     

    • Computer Network Support professional, technical, and management support for the N&NC Cyberspace Operations Directorate (N&NC/J6) to support the enterprise IT services provided by the N&NC/J6 in support of N&NC missions.
    • IT services to N&NC based on industry best practices that allows for measurable performance of IT services and meet all N&NC IT requirements through the entire lifecycle of each IT service in all possible operating environments to include: stable day-to-day operations, deployed operations, exercises, and contingencies.

    Responsibilities

    • Provide a Service Desk function to support the users; and 24/7 user support during contingency and exercise operations.
    • Provide, integrate, and manage and Computer Network Support Service Desk functions to meet Government specified deliverables, Operational Metrics (OM), Key Performance Indicators (KPI).
    • Ensure a queue manager assigns all tickets to a technology area within 1 business day of ticket creation and reviews daily on compliance, and reports to the government any and all discrepancies.
    • Maintain the Service Desk as the primary point of contact for all customer incoming calls, walk-ins, web/portal, and emails.
    • Provide a customer focused service, assisting in the restoral of services and keeping the Government informed in the event of system or service degradation and/or outages.
    • Provide Common Access Card (CAC) unlock and Personal Identification Number (PIN) reset capability.
    • Ensure all Service Desk requests identified as standard requests are immediately processed based on approved request models and nonstandard requests are logged and routed accordingly.
    • Provide status updates and feedback on all open incident and service requests submitted from the Service Desk on a weekly basis, to include overdue tickets, age of tickets in days, cause of overdue ticket, and way ahead, until resolved, fulfilled, or officially declined.

    Qualifications

    • Have managed or overseen similar N&NC Environments similar in size and complexity, DoD Network (at a minimum NIPRNet and SIPRNet), similar technical environments (such as Cisco, Juniper, Nutanix, VMWare and Microsoft products) with the minimum of 3 years of experience.
    • Have the respective technical or computer environment certifications required for the service to manage or oversee per current industry certifications and DoD 8570.01-M IAT level II.
    • Lead and guide the work of technical staff.

     

    Preferred Qualifications

    • DoD experience (NORAD, Air Force or USNORTHCOM)

    Company Information

    Ace Info Solutions, LLC (AceInfo) is a leading Federal contractor with a focused vision: empower our clients, challenge our employees, and grow our business. Founded in December 2000, we are deeply committed to ensuring quality and customer satisfaction. We have a mature corporate infrastructure, strong management, and quality practices. AceInfo is a trusted IT partner to the Federal Government, and we help various agencies transform and strengthen their processes, operations, infrastructures, and security practices to help them further their critical missions.

    For over 15 years, we have successfully managed large and significant Federal programs. We have proven experience prioritizing client satisfaction, project quality, and providing innovative, cost-effective solutions to Federal clients.

    AceInfo is prime on 95% of our contracts, is headquartered in Reston VA, and has geographically dispersed office locations throughout the country, to include: Kearneysville, WV; Chesapeake, VA; Fort Collins, CO; Boulder, CO; Quantico, VA; Kansas City, MO; Bowie, MD; multiple Washington, DC Metropolitan locations, and project presence in 23 states in all time zones. We offer excellent benefits and salary packages including free medical/dental/life insurance premiums for staff members. We offer relocation assistance for internal employees and external candidates, within 50 miles (minimum) of work location. We do not offer assistance for relocation and housing for internship positions.

     

     

    AceInfo is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status.

     

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