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What You Will Do

Innovative Customer Experience (ICE) division is responsible for the desktop and server support for computing environments at the Laboratory. The division is organized around IT Service Desk and field support groups that are focused on supporting unclassified and classified programmatic and mission support needs, and a technical services group that provides the enterprise level configuration management services for these computing environments.

ICE division is seeking an energetic, technical, and customer-focused Team Leader for the ICE Service Desk (ICE-SD) group. The ICE-SD group provides information technology solutions for our customers. Our vision is to maximize the end-user experience and create efficiencies to allow for constantly evolving technology. Our division, Innovative Customer Experience (ICE), has embarked on a transformation journey, focusing on the long-term strategy of being proactive in the services we provide by utilizing the voice of the customer. As a team member for the Service Desk, the selected candidate will be responsible for providing direct leadership and experience in a Service Desk environment. AskIT Service Desk provides Tier 1 and Tier 2 support for LANL. AskIT Service Desk also contains the Knowledge Management, Reporting, Vulnerabilities Remediation and Tier 0 Self Assistance Teams for ICE.

As an important part of the ICE leadership team, the successful candidate's primary responsibilities include first level manager duties as defined for a Solutions Architect 3 position. In addition to leading and managing the team, the successful candidate will be responsible for the following:

Leadership

• Participative results driven leader that comprehends, implements, and evolves mature Service Desk processes.

• Has a firm understanding of IT Governance, IT Project Management, ITIL, and ITSM strategies.

• Negotiating and managing the terms of Service Level Agreements (SLA)

• Thrives in harvesting energetic, inclusive, and collaborative environments that foster professionally respectful, meaningful, and impacting relationships.

• Provides leadership through direct mentoring, training, and assisting in all aspects of employee performance management.

• Aligning staff development with the holistic goals of the I&T enterprise and LANL mission.

• Advancing professionalism and driving exceptional customer service through metrics and staff training.

Technical Competence

• Designing, implementing, and ongoing enhancement of a complex homogeneous computer environment.

• Utilizing available enterprise services and tools to optimize customer support initiatives.

• Aligns customer touchpoints with contemporary ITSM strategies.

• Reinforcing Cybersecurity initiatives as required by the DOE/NNSA, LASO, OCIO

• Proven successful management supporting major IT initiatives including infrastructure upgrades, new hardware deployments, and software implementations.

• Implementing and supporting IT service delivery best practices, services, and tools to support standard desktop configurations.

• A comprehensive proponent of change enablement, request fulfillment, and incident and major incident management.

Institutional Acumen

• Enhancing relationships with IT Service providers and our customers.

• I&T collaborating support functions with partner groups within ICE, divisions of I&T, and ALDBUS.

• Working directly with the LANL OCIO and ICE Field Services to provide a secure, efficient, and stable computing environment for LANL.

• Managing of budget and deliverables by serving as a steward of the team's finances, personnel, and property resources.

What You Need

Minimum Job Requirements:

• Extensive experience of hardware and operating systems including system architectures, network infrastructures, and client server principles such as Windows and Mac.

• Extensive knowledge and demonstrated experience of desktop computing support, computing infrastructure design and implementation, network integration, and an understanding of enterprise level computing and network operations such as ServiceNow or Enterprise Ticketing Solution.

• Extensive knowledge and demonstrated experience in system configuration management methodologies through remote support environments.

• Technical leadership experience with an emphasis on employee development, performance management, team building, and conflict resolution.

Education/Experience: Position requires a Bachelor's degree and 8 years of related experience or an equivalent combination of education and experience directly related to the occupation.

Desired Qualifications:

• Experience in a Tiered IT Service Desk environment.

• Experience in ServiceNow modules such as Request Fulfillment and Incident Management.

• Experience in IT project management and ITSM/ITIL 4 practice management.

• Experience in maintaining team accountability and performance in a remote work environment.

• ITIL v4 Foundation Certification.

• Experience in Knowledge Management as an ITSM practice.

Work Environment:

Work Location: The work location for this position is telework and is located in Los Alamos, NM. is defined as working from offsite but within 2 hours ground commute of this location. Reporting onsite may be periodically necessary. All work locations are at the discretion of management and can change at any time with appropriate notice.

Position commitment: Regular appointment employees are required to serve a period of continuous service in their current position in order to be eligible to apply for posted jobs throughout the Laboratory. If an employee has not served the time required, they may only apply for Laboratory jobs with the documented approval of their Division Leader. The position commitment for this position is 1 year.

Note to Applicants:

Due to federal restrictions contained in the current National Defense Authorization Act, citizens of the People's Republic of China, the Islamic Republic of Iran, the Democratic People's Republic of North Korea, and the Russian Federation, who are not Lawful Permanent Residents ("green card" holders) are prohibited from accessing facilities that support the mission, functions, and operations of national security laboratories and nuclear weapons production facilities, which includes Los Alamos National Laboratory.

Where You Will Work

Located in beautiful northern New Mexico, Los Alamos National Laboratory (LANL) is a multidisciplinary research institution engaged in strategic science on behalf of national security. Our generous benefits package includes:

• PPO or High Deductible medical insurance with the same large nationwide network

• Dental and vision insurance

• Free basic life and disability insurance

• Paid maternity and parental leave

• Award-winning 401(k) (6% matching plus 3.5% annually)

• Learning opportunities and tuition assistance

• Flexible schedules and time off (paid sick, vacation, and holidays)

• Onsite gyms and wellness programs

• Extensive relocation packages (outside a 50 mile radius)

Additional Details

Directive 206.2 - Employment with Triad requires a favorable decision by NNSA indicating employee is suitable under NNSA Supplemental Directive 206.2 (https://directives.nnsa.doe.gov/supplemental-directive/sd-0206-0002) . Please note that this requirement applies only to citizens of the United States. Foreign nationals are subject to a similar requirement under DOE Order 142.3A.

Clearance: Q (Position will be cleared to this level). Selected applicants will be subject to a background investigation conducted by or on behalf of the Federal Government, and must meet eligibility requirements* for access to classified matter. This position requires a Q clearance. and obtaining such clearance requires US Citizenship except in extremely rare circumstances. Dependent upon the position, additional authorization to access classified information may be required, which may or may not be available to dual citizens. Receipt of a Q clearance and additional access authorization ultimately is a decision of the Federal Government and not of Triad.

*Eligibility requirements: To obtain a clearance, an individual must be at least 18 years of age; U.S. citizenship is required except in very limited circumstances. See DOE Order 472.2 (https://www.directives.doe.gov/directives-documents/400-series/0472.2-BOrder-A/@Aimages/file) for additional information.

New-Employment Drug Test: The Laboratory requires successful applicants to complete a new-employment drug test and maintains a substance abuse policy that includes random drug testing. Although New Mexico and other states have legalized the use of marijuana, use and possession of marijuana remain illegal under federal law. A positive drug test for marijuana will result in termination of employment, even if the use was pre-offer.

Regular position: Term status Laboratory employees applying for regular-status positions are converted to regular status.

Internal Applicants: Regular appointment employees who have served the required period of continuous service in their current position are eligible to apply for posted jobs throughout the Laboratory. If an employee has not served the required period of continuous service, they may only apply for Laboratory jobs with the documented approval of their Division Leader. Please refer to Policy Policy P701 (https://int.lanl.gov/policy/documents/P701.pdf) for applicant eligibility requirements.

Equal Opportunity: Los Alamos National Laboratory is an equal opportunity employer. All employment practices are based on qualification and merit, without regard to protected categories such as race, color, national origin, ancestry, religion, age, sex, gender identity, sexual orientation, marital status or spousal affiliation, physical or mental disability, medical conditions, pregnancy, status as a protected veteran, genetic information, or citizenship within the limits imposed by federal, state, and local laws and regulations. The Laboratory is also committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request such an accommodation, please send an email to applyhelp@lanl.gov or call (505)-664-6947 opt. 3.