Job Details

Wanted: An experienced Operations Support Center Lead with demonstrated experience in providing help desk and enterprise support services leveraging industry-standard service management best practices on a 24x7x365 basis. This lead shall 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 can bring successful program leadership and ITIL implementation experience to guide the stabilization and improvement of Service Desk operations as enterprise IT services are modernized and ITSM practices are adopted. 

As a Operations Support Center Lead you 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 Employee Stock Ownership Plan!
• Enjoy flexibility managing your work hours and personal needs with a single accrual leave plan.

A week in the life of a Operations Support Center Lead:

• Provide successful program leadership and ITIL implementation to guide the stabilization and improvement of Service Desk operations as enterprise IT services were modernized and IT Service Management (ITSM) practices were adopted. 
• Deliver ITSM and business services for 6 large enterprise multi-location Service Desks; mitigate risks, improve efficiency and effectiveness, and identify new opportunities.  
• Provide oversight for TSA TSD OSC across Secure Flight & Credential. 
• Leverage knowledge management that shorten Return to Service (RTS); provide self-help initiatives. 
• Use tool automations to speed up RTS, ticket routing, and timely escalation notifications. 
• Provide data analyses delivering targeted stakeholder reports and live dashboards. 
• Support culture shifts and innovations. 
• Practice Continuing Service Improvement; align IT tools to business needs. 
• Utilize ITSM tool design, data analytics and security architectures. 
• Develop meaningful KPIs, benchmarks, and SLAs 

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.

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 2021
• Energage National Best Workplaces, National 2021
• Washington Post Best Workplaces  2021

Veteran Hiring Awards:  

• U.S. Department of Labor Hire Vets Medallion  
• BEST FOR VETS by Military Times
• TOP 10 MILITARY FRIENDLY COMPANY by MilitaryFriendly.com

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• 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, Power BI, SQL, RTC, Jira, MS Project, SharePoint, IBM RTC, Microsoft, NT, MacOS.  
• Other preferred certifications: PMP, ITIL v4, Certified SAFe 5 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 knowledge of 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