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BAE Systems Service Desk Lead in Columbia, South Carolina

Job Description

This position is for a Network Operations Service Desk Lead to provide technical network operations leadership and escalation support for the Executive Office of the U.S. Attorneys and System Managers at U.S. Attorneys Offices.

The Executive Office for United States Attorneys' (EOUSA) is responsible for providing administrative, technical and operation support to all 94 United States Attorneys' offices (USAOs) located in over 240 geographically dispersed sites throughout the continental United States, Alaska, Guam, the Mariana Islands, Puerto Rico, Hawaii, and the U.S. Virgin Islands. The EOUSA Office Automation (OA), Telecommunications and Technology Development (TTD), and Case Management (CMS) and Information Systems Security (ISS) Staffs provide for the identification and analysis of the business needs/requirements to USAOs necessary for the design, development, and deployment of secure office automation, wide and local area networking, case management and other applications. All four of these staffs must rely, however, on contractors to deliver many of the high level technical services needed to maintain the technology deployed in EOUSA and USAOs.


The Service Desk Lead will manage a full-service help desk, including Tier 1 and Tier 2 functions. This position assists with technical support of workstations, applications, and related technical problems on a variety of issues. Support includes interfacing with customers via telephone, email, and instant message. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position s responsibilities require independent analyses, communication, and problem solving.

In this highly-visible and important role, the Service Desk Lead is responsible for managing a team of technicians. This role works closely with other task Leads on-site and is responsible for improving and implementing the existing incident response and service desk procedures. The ideal candidate will have a continual service improvement focus and must be able to provide measurements of key performance indicators and critical success factors.


  • Implements appropriate controls and quality assurance; ensures adherence to the process, consistent and efficient trouble resolution, error reduction, and continuous process improvement.

  • Ability to motivate and mobilize a team around shared goals, while juggling multiple, competing responsibilities.

  • Demonstrated ability to influence and consult (providing options with benefits, risks and challenges) while providing thought leadership to stakeholders in solving process and/or technical problems

  • Demonstrated ability to work successfully in a fast-paced and changing environment

  • Develop and mature IT service management processes to ensure consistent service delivery.

  • Provide leadership for Technical Support Analysts at all levels including daily supervision, coaching, performance management and development.

  • Schedule staff to ensure sufficient coverage during normal business hours across multiple time zones and on-call support as required.

  • Oversee and act as an escalation point for all IT requests, incidents and vendor management.

  • Ensure that decisions made to improve the overall support experience of the Service Desk are continually carried through.

  • Solve problems, make decisions and collaborate with other members of the leadership team on a daily basis relative to Service Desk responsibilities.

  • Provide data and reporting of KPI s and trends to the IT department and other business partners on a regular schedule or as needed.

  • Train Service Desk staff on operational procedures and troubleshooting techniques.

Required Skills and Education

  • Bachelor's in Computer Science, Information Systems or an Information Technology- intensive discipline

  • 5 years of proven experience in Service/Help Desk Management

Preferred Skills and Education

  • ITIL certification

  • Attention to detail and commitment to high quality/error free deliverables

  • Excellent communication skills both verbal and written

  • Highly self-motivated with excellent interpersonal and collaborative skills

About BAE Systems Intelligence & Security

BAE Systems Intelligence & Security, based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we dofrom intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels. That s BAE Systems. That s Inspired Work. Equal Opportunity Employer/Females/Minorities/Veterans/Disabled/Sexual Orientation/Gender Identity/Gender Expression. To see Inspired Work in action, visit and follow us on Facebook:

Service Desk Lead


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