Nightwing provides technically advanced full-spectrum cyber, data operations, systems integration and intelligence mission support services to meet our customers' most demanding challenges. Our capabilities include cyber space operations, cyber defense and resiliency, vulnerability research, ubiquitous technical surveillance, data intelligence, lifecycle mission enablement, and software modernization. Nightwing brings disruptive technologies, agility, and competitive offerings to customers in the intelligence community, defense, civil, and commercial markets.
We are seeking a highly motivated and experienced
Service Desk Lead to manage our IT Service Desk operations. The ideal candidate will oversee the support of over three dozen applications, ensuring efficient, high-quality service delivery. You will play a vital leadership role in providing technical support and coordination across multiple agile development software teams
Key Responsibilities: - Team Leadership: Lead and manage the Service Desk team to provide exceptional IT support to end-users across the organization, ensuring responsiveness and high customer satisfaction.
- Application Support: Oversee IT support for over 3 dozen applications, ensuring timely resolution of issues and proper escalation of tickets when necessary.
- Operational Efficiency: Monitor and enhance service desk performance metrics, processes, and workflows to improve efficiency and service delivery.
- Collaboration: Work closely with agile development software teams to support their tools (e.g., Jira) and processes and help streamline operations.
- Problem Resolution: Act as the escalation point for advanced technical issues that cannot be resolved by Tier 1 and Tier 2 support staff.
- Training and Documentation: Develop and maintain user training materials and documentation for applications and processes supported by the Service Desk.
- Stakeholder Communication: Ensure clear and timely communication with stakeholders regarding service updates, outages, or new implementations.
- Technology Expertise: Stay up-to-date with emerging technologies and best practices to enhance Service Desk applications and procedures.
Required Qualifications: - Education: Bachelor's degree (4-year) in Information Technology, Computer Science, or a related field.
- Experience: Minimum 7+ years of experience as an IT Service Desk professional, with prior leadership or supervisory experience preferred.
- Technical Skills:
- Strong expertise in Jira and experience supporting agile development software teams.
- Broad understanding of IT applications and ability to troubleshoot technical issues for enterprise-level software.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills to collaborate cross-functionally with business users, developers, and senior leaders.
- Proven ability to manage multiple priorities and meet deadlines within a fast-paced environment.
Preferred Skills and Competencies: - ITIL certifications (or related IT service management expertise).
- Experience creating reports and dashboards using Jira.
- Knowledge of agile methodology and frameworks.
- Familiarity with other service desk tools and ticketing systems.
- Experience working in a medium-to-large enterprise environment.
- TS/SCI with polygraph Required Day 1
At Nightwing, we value collaboration and teamwork. You'll have the opportunity to work alongside talented individuals who are passionate about what they do. Together, we'll leverage our collective expertise to drive innovation, solve complex problems, and deliver exceptional results for our clients.
Thank you for considering joining us as we embark on this new journey and shape the future of cybersecurity and intelligence together as part of the Nightwing team.
Nightwing is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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