Tier III Deputy 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!  

You Are: 

Tier III Deputy responsible for day to day running of Tier III support operations.

The Work:

• Responding to critical calls during business hours and bringing in appropriate technical staff for resolution.
• Manage the ticket queue and auxiliary work efforts, including SOP creation and root cause analysis efforts, that can help lower the overall number of tickets received by the team.
• Additionally, they will help make recommendations to development teams to better align their work with the needs of the customer base.
• Introduce and drive management of Tier III improvement initiatives such as advanced monitoring and robotic process automation. 

Here is what you need: 

• Minimum of 5 years of experience in a combination of software development, technical management, and/or operations support. 
• Experience identifying requirements, deliverables, schedules, and milestones within a technical environment.
• Experience creating and maintaining technical documentation to support software for standard operating procedures, troubleshooting, installation and use of software suite on internal and partner hardware, and operational guidelines. 
• Experience providing user support for software to include troubleshooting data flows, coordinating with stakeholders to ingest, produce, sanitize, and enrich streaming data, and educating user base. 
• Ability to obtain and maintain a Secret clearance. 

Nice to haves: 

• Experience supporting Service Desk operations within an ITIL framework

Eligibility Requirements:

• Must be a U.S. Citizen.

Important Information:

Compensation for roles at Accenture Federal Services varies depending on a wide array of factors including but not limited to the specific office location, role, skill set and level of experience. As required by local law, Accenture Federal Services provides a reasonable range of compensation for roles that may be hired in California, Colorado, New York, or Washington State as set forth below and information on benefits offered is here.   

Role Location: Range of Starting Pay for role:
California: $ 95,600         $ 178,600
Colorado: $ 95,600          $ 154,300
New York: $ 88,600         $ 178,600
Washington State: $ 101,900      $ 164,400

  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 Federal Services 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 Federal Services 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 Ac