Booz Allen Hamilton has been at the forefront of strategy and technology for more than 100 years Today, the firm provides management and technology consulting and engineering services to leading Fortune 500 corporations, governments, and not-for-profits across the globe. Booz Allen partners with public and private sector clients to solve their most difficult challenges through a combination of consulting, analytics, mission operations, technology, systems delivery, cybersecurity, engineering and innovation expertise.
Network Operations Lead
Lead the Customer Service Group in providing end user services for all end user interactions, devices, configurations, and applications usage. Provide service through ITIL and industry aligned service operations best practices for providing Tier II and Tier III support services. Drive superior operations performance for incident management, problem management, request fulfillment, and event management. Anticipate internal and external business challenges and regulatory issues and recommend process, product, or service improvements. Solve unique and complex problems that have a broad impact on the business. Contribute to the development of functional strategy. Lead project teams to achieve milestones and objectives.
-10+ years of experience with enterprise service support
-5+ years of experience with service desk management
-5+ years of experience with technical leadership of enterprise server or end user service support teams
-Experience with participating and leading cross-functional Integrated Project Teams and establishing best practice workflows, including incident management, problem management, and request fulfilment and measurement using industry best of breed ITSM toolsets, such as ServiceNow and BMC Remedy
-Experience with Microsoft Office, including Word, Excel, and PowerPoint
-Knowledge of end user devices, including Windows, Mac OS, or IOS and associated best practices for maintenance and service
-Ability to develop, refine, and review policies, standard operating procedures, work instructions, and all associated documentation routinely, establish and maintain routine end user community communications, and ensure impending deployments and changes are appropriately communicated to the staff and consumers
-Ability to obtain a security clearance
-HS diploma or GED and 10+ years of experience with enterprise service support or BA or BS degree
-ITIL Foundations Certification required
-Experience with Microsoft SCCM, Microsoft Operations Manager, or other similar deployment and management tools
-Experience with Microsoft Project and Visio
-Experience with data system networking and protocols, including IP, such as TCP and UDP, SNMP, SMTP, networking STIG scanning tools, and McAfee
-Possession of excellent oral and written communication skills
-ServiceNow Administration Certification a plus
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.
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