E-Verify Program

Service Desk Tech Lead

E-Verify Program

full-time

Posted on:

Location Type: Hybrid

Location: McLean • United States

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Job Level

Senior

About the role

  • Build a cohesive team and manage people effectively which includes managing individual performance and attendance (including vacation and sick time).
  • Balance and plan the short-term actions of the team and be accountable for the overall safety of the service on a day-to-day basis throughout their period of duty.
  • Monitor overall network health and performance.
  • Think critically about systems and make adjustments/decisions consistently as needed.
  • Manage and communicate service change and repairs to end users and stakeholders.
  • Ensure detailed logging of operations reports pertaining to maintenance and ensure that Occurrence Reporting to Competent Authorities (i.e. EASA) is completed satisfactorily.
  • Maintain a thorough understanding of all relevant industry standards and best practices for service management and maintain the appropriate certificate of competency associated with the role.
  • Adhere to policies, procedures, and controls especially regarding safety and security considerations, customer service, incident and change management, and information protection.
  • Collaborate closely with engineering, network operations, security operations, contractors, and system administrators, to ensure operational quality and integrity at all times, remotely supporting customer implementations and onboarding of new customers when required.
  • Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.

Requirements

  • Required Qualifications
  • - High school diploma or equivalent.
  • - Experience with and understanding of Service Level Agreements (SLAs).
  • - 3+ years of recent experience in Command Center Operations or similar, minimum 1 year certified on Aireon Service Desk.
  • Desired Qualifications
  • - Bachelor’s degree in computer science or any related field is desirable and may substitute for some years of relevant working experience.
  • - Air traffic control, flight operation, safety training and related aviation experience.
  • - Foreign language experience.
  • - Experience with aviation, aerospace, military, government, safety, and security.****
Benefits
  • Perks and Benefits **
  • Premium medical, dental and vision plan**
  • Life Insurance and AD&D**
  • Short Term and Long Term Disability **
  • Health Savings Account (HSA)**
  • Flexible Spending Accounts (FSA)**
  • Retirement 401K plan with Employer Matching**
  • Education Assistance and Tuition Reimbursement**
  • Paid Time Off, Sick Leave, Floating Holidays**
  • Paid Parental Leave**
  • Company Sponsored Events**
  • Employee Referral Program****#LI-JJ1
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Command Center OperationsService Level AgreementsAireon Service Desknetwork health monitoringoperations reportingincident managementchange managementcustomer servicesafety trainingdocumentation auditing
Soft Skills
team managementperformance managementcritical thinkingcommunicationcollaborationplanningaccountabilityproblem-solvinginterpersonal skillsorganizational skills
Certifications
certificate of competency