Sr. Agent/Shift Lead (2nd Shift) - Greenbelt, MD - (Greenbelt, MD)

Description: The Sr Service Desk Agent / Shift Lead will assist in overseeing the Tier three Service Desk staff supporting the Decennial Systems of Systems hybrid cloud infrastructure and its applications. The position will be responsible for monitoring and responding to incidents, escalations, customer service, coordination of all customer related activities including troubleshooting calls and scheduling of operations & maintenance activities. The Tier three Service Desk provides escalation support from Tier one & Tier two Decennial Service Centers. A key duty will be to supplement and enhance the KMS in order to reduce future escalations. Must be US Citizen and able to obtain clearance This position supports the second shift Specific roles & responsibilities for the position include but not limited to the following: Work with the Service Desk Manager to develop and enforce Service Desk policies and procedures. Manage, track, report, process and assign tickets daily and across shifts.