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Vital Defense Missions

Careers At Sumaria Systems Inc.

If you are interested in joining a winning team, we invite you to respond to our current openings. 

Sumaria Systems is a multi-million dollar CMMI® Level III appraised and ISO 9001 certified Information Technology (IT), Engineering, and Professional Services Defense Contractor headquartered in Danvers, Mass.  Founded in November of 1982, the company currently operates across multiple U.S. locations and offers competitive pay and benefits, including medical and dental, a 401(k) plan, and tuition reimbursement.


Service Desk Lead

Department: Information Technology Division
Office: Edwards AFB
Location: Edwards AFB, CA

Position: Service Desk Lead

Location: United States- California – Edwards Air Force Base

US Citizenship Required for this Position: Yes

Relocation Assistance: No relocation assistance available

Clearance Type: Active Secret Security Clearance

**Position Contingent Upon Contract Award**

Why Choose Sumaria Systems?

Sumaria Systems, Inc. is a CMMI® Level 3 appraised, ISO 9001:2008 certified Information Technology, Engineering, and Professional Services and Solutions Company headquartered in Danvers, Mass. With operating locations across the U.S., Sumaria provides a full range of services and is capable of responding rapidly and accurately to meet our clients’ surge requirements. Sumaria has a proven track record of delivering cost-effective services and solutions to our clients on time and within budget. With more than 30+ years of experience and hundreds of successful projects, Sumaria provides a diverse range of technology-based solutions and is recognized as a source of quality information, technology, engineering and professional services and solutions for the Department of Defense and the Federal contractor community.

Position Summary:

This position provides support to AFRL Rocket Lab located at Edwards Air Force Base, California. Ideal candidates will have direct related experience supporting a technical Help Desk at both primary and secondary operational tiers (Tier 1 and Tier 2), preferably supporting DoD government customers

Job Description:

The IT Service Desk Team Lead is responsible for capturing, evaluating, and routing incidents and service requests to service areas. The IT Service Desk Team Lead will help identify and mitigate potential issues with regard to incident escalation and resolution.

Specific areas of support include, but are not limited to:

  • Provide oversight and management of Service Desk activities
  • Responsible for managing ticket queues and routing tickets to the appropriate technicians for resolutions
  • Prioritize and assign daily work/tasks based priority tasking
  • Check tickets for incomplete items or insufficient documentation
  • Responsible for coordinating scheduled activity
  • Checking on assignment accuracy and reassignment
  • Provide Tier II support as required
  • Help coach, train, and provide guidance to Service Desk personnel
  • Strong working proficiency of Incident Management
  • Experience leading teams
  • Be adaptable to dynamic and fast paced environments
  • Ability to de-conflict competing priorities
  • Excellent time management and communication skills

In addition, it is preferred that the selected candidate should have:

  • Understanding of foundational concepts IT Service management
  • Analytical and problem solving skills
  • Good communication skills
  • Ability to work as part of a team
  • Ability to deal with change
  • Possess strong organizational and time management skills
  • Commitment to customer service
  • Self-motivated, fast learning and able to build upon learned concepts as new information is obtained
  • Competent in MS Office applications
  • Familiar with SolarWinds
  • Understanding of ITIL v3 framework

Required Skills/Education:

  • Active DoD Secret Security Clearance
  • Information Technology Infrastructure Library (ITIL) Foundation v3 certification
  • Help Desk Institute Support Center Manager (HDI-SCM) certification
  • 5 years IT Service Center Management experience

What We Offer

Sumaria is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes Sumaria a great place to work and grow.

Sumaria is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.

PLEASE APPLY AT WWW.SUMARIA.COM

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