Enterprise - Technical Support Lead - ITSM, JIRA, SOPs

Erias Ventures was founded to serve its customers with an entrepreneurial mindset. We value creative problem-solving , open communication , and empowering our employees to make decisions and put forth new ideas.

Our staff includes technical experts working across multiple disciplines, bringing diverse perspectives to every project. We are seeking engineers who wish to grow their careers and want to become part of a technically strong and growth-oriented company focused on bringing innovative solutions to the difficult mission problems facing our customers.

Description
We are seeking talented professionals to join our successful and growing team in building the next-generation Continuous Diagnostics and Mitigation (CDM) Cyber data solution. The CDM Program is the Cybersecurity and Infrastructure Security Agency’s (CISA) dynamic approach to strengthening the cybersecurity of Federal networks and systems through better awareness and visibility into their security posture and cyber threats. We are responsible for designing, building, deploying, operating, and maintaining a complete ‘Data Services’ solution which includes the collection, normalization, visualization, and sharing of cyber data from more than 100 Federal agencies. The CDM Data Services product is an integrated suite of multiple Commercial Off the Shelf (COTS) products, software configuration packages, and custom code which work together to operate as an integrated solution tailored to meet Department of Homeland Security (DHS) requirements.

The ideal candidate will have experience and proven success leading Service Desk operations in a dynamic, complex 24/7 Operations environment. The ideal candidate must be a fast learner, and able to effectively engage resources and work across teams to decompose large, complex problems into workable solutions. An aptitude for learning, strategic planning, and the ability to effectively communicate at all levels of the organization are a must.

• Establish and lead a robust Tier 2 Service Desk IT Service Management (ITSM) Capability, to include Tier 2 – 4 support, 24x7 365 day scheduling, end-user knowledge management / self-service, end-to-end ticket tracking, and reporting.
• Establish Tier 2 Standard Operating Procedures (SOPs) outlining ITSM processes and procedures, including a robust framework for continuous improvement and superior customer experience.
• Work with internal and external stakeholders to proactively manage the timely and effective solution of issues to achieve compliance with Government-directed Service Level Objectives.
• Coordinate with Federal Lead, Service Desk Agents (SDAs), and ticketing tool developers to recommend and coordinate ticket processing continuous improvements; Drive automation and optimize efficiency and quality of data collected, reports created to optimize mission outcomes.

Clearance
US citizenship with ability to obtain Public Trust Suitability

Experience

Required skills:

• A minimum of five years of experience in operating and managing some combination of Tier 1, Tier 2, or Tier 3 technical service desk, including oversight for all aspects of daily operations ranging from managing staff, developing processes and procedures, ensuring quality of service operations, and managing tickets in alignment with SLA’s.
• Experience defining and implementing Standard Operating Procedures for Service Desk Operations, in alignment with ITIL best practices
• Experience with the use of (ITSM) tools such as Atlassian Jira in a production environment supporting ticket triage and escalation
• Demonstrated ability to apply ITIL certifications to non-cyber service desk functions
• Experience building and leading technical teams of 6+ people, supporting cloud-based enterprise-level, production support operations.
• Proven record of high performance and substantial achievements in past positions, including defining, building and leading high-performing technical teams.
• Demonstrated aptitude for working in a fast-paced, dynamic, matrixed work environment; Ability to elicit and shape work requirements and decompose complex challenges into actionable plans, based on an understanding of higher-level objectives.
• Ability to step into a Tier 1 Service Desk Lead capacity as needed as part of the Technical Operations leadership team.
• Technical experience with network troubleshooting, cloud-based/SaaS technical support, and Linux operating system administration.
• Excellent communication, collaboration and relationship-building skills, including customer and employee engagement.
• Ability to Manage SLAs and Metrics around service desk performance to include validation of SLA requirements.

Desired skills:

• ITIL 3 or 4 certification
• Experience operating within the Scaled Agile Framework (SAFe) and Kanban
• Experience working with DHS, specifically the Cybersecurity and Infrastructure Security Agency (CISA) or its predecessor organization NPPD

Benefits
Erias Ventures provides a complete package of wealth, health, and happiness benefits. The expected salary range for this position, depending on education and years of experience is $75,000 - $150,000.

Wealth Benefits:

• Above Market Hourly Pay
• 11% Roth or Traditional 401k with Immediate Vesting and Deposit
• Spot Bonuses for Assisting with Business Development and Company Growth
• Professional Development Bonuses for Certificates and Degrees

Health Benefits:

• Company subsidized Medical Coverage
• 100% Company Paid Vision and Dental Coverage
• 100% Company Paid Long Term Disability , Short Term Disability , and Group Life Insurance
• Monthly Wellness Reimbursement

Happiness Benefits:

• Paid Time Off with Flexible Work Schedules and Birthday Off
• Amazon Prime Membership and Monthly Internet Reimbursement
• Technology and Productivity Allowance for Equipment and Supplies
• Morale Building and Company Events to Celebrate our Successes and Build our Community
• Onboarding and Annual Swag
• Company Paid Professional Development and Training

At Erias Ventures, we are dedicated to fostering a diverse and inclusive workplace. As an equal opportunity employer, we ensure that all qualified applicants are considered for employment based on merit, without discrimination. We welcome individuals regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Referrals & Inquiries
Do you know a cleared professional seeking to advance their career? Interested in earning some extra cash? If so, refer them to us with their name and contact details, and you could be eligible for a referral bonus of up to $10,000 for each successful hire.

Not seeing the right position right now? Reach out to us, and we’ll notify you as new contracts and opportunities become available!

Please send referrals and inquiries to:
[email protected]

To learn more about our company visit our webpage or LinkedIn .