19 days old

Federal - Service Desk Lead

Arlington, VA 22209

Organization: Accenture Federal Services

Location: Rosslyn, VA

Accenture Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company with offices in Arlington, Virginia. Accenture's federal business has served every cabinet-level department and 30 of the largest federal organizations. Accenture Federal Services transforms bold ideas into breakthrough outcomes for clients at defense, intelligence, public safety, civilian and military health organizations.

We believe that great outcomes are everything. Its what drives us to turn bold ideas into breakthrough solutions. By combining digital technologies with what works across the worlds leading businesses, we use agile approaches to help clients solve their toughest problems fastthe first time. So, you can deliver what matters most.

Count on us to help you embrace new ways of working, building for change and put customers at the core. A wholly owned subsidiary of Accenture, we bring over 30 years of experience serving the federal government, including every cabinet-level department. Our 7,200 dedicated colleagues and change makers work with our clients at the heart of the nations priorities in defense, intel, public safety, health and civilian to help you make a difference for the people you employ, serve and protect.

Join Accenture and help
transform leading organizations and communities around the world. The sheer
scale of our capabilities and client engagements, in conjunction with the way
we collaborate, operate and deliver value, provides an unparalleled opportunity
to grow and advance. Choose Accenture and make delivering innovative work part
of your extraordinary career.

At Accenture, we are seeking a Service Desk / Service Management Lead who is capable of multi-tasking Service Desk and Service Management (i.e. change, patch, release, configuration and problem management) operations.


The Service Desk / Service Management Lead requires an
individual who is capable of multi-tasking various Service Desk operations. The
Service Lead will serve as a liaison between the program and the client to
communicate (orally as well as via email) Incident status updates. The Service Lead will also need to be familiar with ITIL processes and be able to ensure that
requests and Incidents are tracked, escalated and completed and/or resolved.
You will also need to be familiar with basic Service Desk operations
such as ensuring tickets are assigned to the correct team, performing account
management activities and assisting end users with navigating the programs
ITSM tool (ServiceNow). The Service Lead must be a highly effective communicator, demonstrating the ability to both
propose ideas for process improvement and carry forward directions from
leadership. Candidates that are ITIL certified is a plus.

***Service Lead will also
need to participate in the On-Call Process during after business hour
situations and/or emergency situations during business hours that require
immediate attention.

Skills and Qualifications:

+ At least 2+ years experience working with the following:

+ Active Directory, Remote Desktop and VPN

+ Knowledge of Incident and Change Management processes

+ Experience coordinating with multiple teams to ensure activities are executed within the programs SLOs

+ Experience with interfacing with multiple stakeholders

+ Experience working with MS Office Products (i.e. Excel, Visio, OneNote, Word and PowerPoint)

Preferred Qualifications:

+ Strong oral and written communication skills

+ Bachelor's degree in Computer Science

+ ITIL Foundations v3 certified or knowledge of ITIL

+ Experience working/following Incident Management processes

+ Proven ability to lead multiple resources, review their work and communications with the client

+ Knowledge of Change Control Board (CCB) or Change Advisory Board (CAB)

+ Experience with creating user guides of varying formats (Word, PowerPoint, etc...)

+ Experience with creating Active Directory Accounts

+ Experience with troubleshooting Remote Desktop and VPN connectivity issues with end users

+ Experience with ensuring that client and internal tickets are assigned to the appropriate teams

+ Experience with interacting with an ITSM tool (i.e. ServiceNow) and testing its functionality

An active security clearance or the ability to obtain one may be required for this role.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.


Posted: 2019-08-02 Expires: 2019-09-15

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Federal - Service Desk Lead

Arlington, VA 22209

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