Wanted: An experiencedOperations Support Center Leadwith demonstratedexperience inprovidinghelp desk and enterprise support services leveraging industry-standard service management best practices on a 24x7x365 basis.Thisleadshall use and support TSA's trouble ticket tracking system that supports all IT services related to trouble reporting, incident resolution, and request for IT services.Preference given to candidates who canbring successful program leadership and ITIL implementation experience to guidethe stabilization and improvement of Service Desk operations as enterprise IT services are modernized and ITSM practices are adopted.

As an Operations Support Center Leadyou will:

• Work with the latest, cutting-edge technology.
• Work with a team of driven, supportive and highly skilled professionals.
• Receive a robust benefits package that includes our
• Enjoy flexibility managing your work hours and personal needs with a single accrual leave plan.

A week in the life of aOperations Support Center Lead:

• Provide successful program leadership and ITIL implementation to guidethe stabilization and improvement of Service Desk operations as enterprise IT services were modernized and IT ServiceManagement (ITSM) practices were adopted.
• Deliver ITSM and business services for6 largeenterprise multi-locationService Desks; mitigate risks,improve efficiency and effectiveness, and identifynew opportunities.
• Provide oversight forTSA TSDOSCacrossSecure Flight & Credential.
• Leverage knowledge management that shorten Return to Service (RTS); provide self-help initiatives.
• Use tool automationsto speed up RTS, ticketrouting, and timelyescalation notifications.
• Provide data analyses delivering targeted stakeholder reports and live dashboards.
• Support cultureshifts and innovations.
• Practice Continuing Service Improvement; align IT tools to business needs.
• Utilize ITSM tool design, data analyticsand security architectures.
• Develop meaningful KPIs, benchmarks, and SLAs

• Required: a minimum of 10 years of recent and relevant experience.
• Preferred education: A Bachelor's degree from an accredited college or university in information technology management or a related field.
• Domain expertise: Service Desk, Program Management, ITIL / ITSM, Processes, Systems Tools, Operating System.
• Technical skills: Data Analysis, Agile Lifecycle Management platforms, Knowledge,Incident, Problem Management, Service Management, Transition, Operations, Continual Service Improvement,SAFe, DevSecOps, Remedy (cloud & on-premise), ServiceNow, MS Office, PowerBI, SQL, RTC, Jira, MS Project, SharePoint, IBM RTC, Microsoft, NT, MacOS.
• Other preferred certifications: PMP, ITILv4,CertifiedSAFe5 Practitioner, MCP (Microsoft Certified Professional), Six Sigma Green Belt - Black Belt course completed.
• Previous Transportation Security Administration (TSA) personnel clearance preferred but not required.
• Prior experience with and knowledgeof TSA's mission priorities, systems, and applications preferred but not required.
• Strong written and oral communication skills. Ability to coordinate across large groups of people at multiple levels
• Preferred certification - HDI (Help Desk Institute)
  

Founded in 1975, AMERICAN SYSTEMS is one of the largest employee-owned companies in the United States. We are a government services contractor focused on delivering Strategic Solutions to complex national priority programs with 100+ locations worldwide. Through our focus on quality, strong cultural beliefs and innovation we deliver excellence every day.

Company Awards:

• Forbes National Best Midsize Companies
• Energage National Best Workplaces, National
• Washington Post Best Workplaces

Veteran Hiring Awards:

• GOLD AWARD by U.S. Department of Labor HIRE Vets Medallion Program
• TOP 10 MILITARY FRIENDLY EMPLOYER by MilitaryFriendly.com
• BEST FOR VETS EMPLOYER by Military Times

AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is $115,000 - $155,000. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans (including ESOP and 401k), insurance programs, and education and training assistance.