Job Description

Organization: Accenture Federal Services
Location: Springfield, VA

 

We are:
Accenture Federal Services, bringing together commercial innovation with the latest technology to unleash the potential for our federal clients. Every day we bring bold thinking and diverse disciplines to solve problems in new ways. Ready to learn as much as you can We’ll give you numerous opportunities of formal & informal training sessions to keep your tech smarts sharp.

You are:

The Service Desk Deputy Lead will implements Infrastructure Services projects, leveraging our global delivery capability method, tools, training, assets. Responsible for supporting and leading Service Desk operations and multiple shift leads providing direction for sites within scope of contract. Responsible for designated lines of services to include Service Level Agreement SLA and Key Performance Indicator KPI metrics. Acts as the liaison between Shift Leads, Service Desk Lead, and client leadership.

The work:

The Service Desk Deputy Lead will be responsible for:

  • Manages technical support staff, ensuring all incidents are properly documented, tracked and resolution occurs within client SLAs.

  • Responsible for ensuring operational process and procedures are being followed for designated shift leads, taking any needed corrective actions as required.

  • Responsible for taking feedback and any escalations communicated by counterpart within the program leadership documents feedback and escalations and take or recommend actions to address.

  • Monitor shift lead queues daily and provide feedback to shift leads to improve operational services.

  • Leads efforts in setting goals and objectives for the Service Desk operations organization.

  • Facilitates the day to day management of customer problems requests issues.

  • Identifies and recommends areas which need to be addressed by new or streamlined procedures.

  • Performs follow up on incidents and escalations with customers as needed to ensure customer satisfaction.

  • Develops and maintains knowledge of customer and customer specific business environment. Ensures staff acquires customer specific skills and knowledge.

  • Provides leadership and direction to team as required. This includes training, evaluations, staffing, scheduling, time reporting and other HR issues, as appropriate.

  • Maintains an informed status of operations by attending and briefing customer meetings, as appropriate.

  • Clearly defines and communicates roles and expectations to manage team.

  • Responsible for monitoring team performance and behavior, coaching, mentoring, and taking disciplinary action as appropriate.

  • Develop and communicate necessary policies, procedures, standards, and processes that promote productivity and effective resource utilization.

  • Demonstrated competence within Microsoft Azure, managing Virtual Machines VMs , network Security Groups NSGs , Resource Groups, Virtual Networks VNETs and Subscription.



Qualifications

You have:

  • 12 years of experience OR Bachelor’s degree and 5 years of experience OR Master’s Degree and 2 years of experience

  • Security + OR CISSP certification

  • Experience leading a team

Nice to have:

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

  • Prior experience leading a service delivery team

  • Excellent coaching and mentoring skills

As required by the Colorado Equal Pay Transparency Act, Accenture Federal Services provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $108,400.00 - $132,899.00 and Information on benefits offered is here.



COVID-19 update:


The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually.


Subject to applicable law, please be aware that Accenture requires all employees to be fully vaccinated as a condition of employment. Accenture will consider requests for accommodation to this vaccination requirement during the recruiting process.


What We Believe


We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.


Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here


Equal Employment Opportunity Statement


Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.


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.


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


For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement.


Requesting An Accommodation


Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.


If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.


Other Employment Statements


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.


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


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


The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

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