Focal Point Team Lead

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.   Join Accenture Federal Services to do the work you love in an inclusive, collaborative, and caring community, where you can be empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.   Join us to drive positive, lasting change that moves missions and the government forward!  

Accenture Federal Services is seeking an experienced Focal Point Team Lead with technical expertise, customer engagement skills, and a commitment to a vital national security mission. The Focal Point Lead acts as the centralized customer service center to consolidate all help and service desk functions. The individual will be responsible for first contact with customers and for outage notifications, status updates, and ticket tracking. Provides customers a one-stop service operation for Tiers 1 and 2 support. The lead will help identify, assign, track, and prioritize trouble tickets.

Responsibilities include:

• Provide IT support for day-to-day operations, monitoring, and issue resolution across multiple environments
• Provide Tier 1 (Help Desk) problem identification, diagnosis and resolution of problems
• Provide Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis, and support
• Collaborate with Tier 2 support teams on workload management, patch management, active directory management, onboarding, and any other troubleshooting as required
• Provide detailed trend analysis to identify and resolve reoccurring issues
• Track and provide detailed analysis and updates to the team and customer regarding escalated tickets
• Support the tracking and communication of system outages internally and externally
• Aid Cloud Administrators with user onboarding and accessing IT systems as needed

Here's what you need: 

• DoD 8570 IAT Level II certification or higher (Sec+, CISSP, CASP, etc.) or DoD 8140 equivalent
• Bachelor’s Degree in Technical Discipline, or 4+ years of related work experience may be substituted for a degree
• 3+ years of Systems administration experience with Windows and/or Linux to include PowerShell and/or Bash Scripting
• 3+ years of leading teams, promoting a culture of continuous improvement, and a focus on effective and efficient processes and procedure improvement
• 1+ years of demonstrated ability to retain and develop high performing individuals. Ability to provide constructive feedback and coaching to team members, including individuals who may be underperforming

Bonus points if you have:

• Experience in cloud technologies and platforms
• AWS Cloud Certifications
• Experience working in a cloud environment, preferably AWS GovCloud
• General understanding of basic Networking principles
• Experience working in a DevSecOps project environment
• Ability to work in a matrixed team environment and support multiple different efforts as needed
• Desire to learn new technologies and tools and willing to share your experience with the team
• Strong verbal and written communication skills. Able to engage with users in a professional manner and present technical concepts plainly to semi-technical customers.
• Ability to interface with seasoned Government personnel

Security Clearance: 

• Active TS with SCI eligibility. Must be willing to undergo a polygraph examination. 

 

 

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, New York, Washington, and the District of Columbia. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

 

The pay range for the states of California, Colorado, Hawaii, New York, Washington, and the District of Columbia is:$97,300—$196,500 USD  What We B