Consolidated Nuclear Security LLC Service Desk Supervisor in Amarillo, Texas
Management of the day to day operations of the technical service desk.
Supports and coaches team members on effective methods to research, troubleshoot and deliver solutions.
Provide leadership in developing staff knowledge and understanding of the ITIL Framework for service management.
Ensuring that all processes used by the service desk are thoroughly documented, consistently audited and regularly improved.
Responsible to recruit and develop the technical talent required to support IT Service Management in support of the NNSA mission.
Utilizes metrics and Service Level Agreements (SLA) to provide service excellence for end user support services.
Coordinating, staffing, and monitoring project work which requires end user staff support.
Work closely with the appropriate tier levels to move incident tickets and requests to resolution within established SLAs.
Responsible for hiring, training, staff development, and performance appraisals.
Will lead and develop staff to look for and perform work safely, securely, with zero defects, and delivered as promised.
Works independently, takes initiative, and meets deadlines.
What You Can Expect
Meaningful work and unique opportunities to support missions vital to national and global security
Top-notch, dedicated colleagues
Generous pay and benefits with a stable organization
Career advancement and professional development programs
Work-life balance fostered through flexible work options and wellness initiatives
Minimum Job Requirements
- Bachelor's degree: Minimum 5 years of relevant experience.
Preferred Job Requirements
Use of ServiceNow software for incident and problem management preferred.
ITIL Foundation certification and professional IT certifications in system or network administration preferred.
Demonstrated experience working with service level agreements (SLA).
Demonstrated commitment to strong customer service.
Demonstrated ability to work independently, take initiative, and meets deadlines.
Demonstrated understanding of safe work environment and practices.
Demonstrated ability building teams.
Experience showing increasing level of responsibility, initiative, and leadership.
Past experience in one or more of the following areas: datacenter operations, cyber security, network engineering, service desk, software development, IT operations, desktop hardware, troubleshooting personal computers, telecommunications, mobile devices, or IT project management.
Why Pantex and Y-12?
You get #morethanajob. We encourage employees to achieve a healthy personal balance among home, work and the community. One of the ways we embrace work-life balance is by offering flexible work arrangements that provide alternatives to the traditional workweek, while still meeting business needs. Top talent and personal commitment mean more to our success than any other factors, so we reward our people with the kinds of benefits that make a positive difference in the quality of their lives. Benefits such as: medical plan, prescription drug plan, vision plan, dental plan, employer matched 401(k) savings plan, disability coverage, education reimbursement and many more. Want to stay healthy and fit but hate the cost of a gym membership? Take advantage of one of our onsite workout facilities and eat healthy in our onsite cafeterias. Much more than a workplace, at Pantex and Y-12, you can build a career that lasts a lifetime.
The minimum education and experience for the lowest career level in the job posting range are listed under Minimum Job Requirements. Successful candidates hired into a higher career level than the minimum in the range must meet the requirements listed in the job leveling charts for the career level into which they are being hired.
If a range of Career Levels is posted, i.e., Senior Associate to Senior Specialist, internal applicants already in one of the Career Levels would come across at their current Career Level. Internal applicants currently in a lower level Career Level would move to the lowest posted Career Level.
Requires a Q clearance; however all qualified candidates will be considered regardless of their current clearance status. The ability to obtain and maintain a Department of Energy Q clearance is required.
Position may require entry into Materials Access Areas (MAA) and participation in the Human Reliability Program (HRP). If HRP is required, candidate must complete a counterintelligence-scope polygraph, pursuant to 10CFR 709. Medical requirements may apply.
CNS is a drug-free workplace. Candidates accepting a job offer will be required to pass a pre-placement physical, drug screening and background investigation. As an employee, you may be required to receive and maintain a security clearance from the United States Department of Energy in order to meet eligibility requirements for access to sensitive information or matter. U.S. citizenship is a requirement for security clearance applicants. All employees are subject to being randomly selected for drug testing without advance notification.
CNS is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity, age, religion, national origin, ancestry, genetic information, disability or veteran status.