Erias Ventures was founded to serve its customers with an entrepreneurial mindset. We value creative problem-solving, open communication, and empowering our employees to make decisions and put forth new ideas.

Our staff includes technical experts working across multiple disciplines, bringing diverse perspectives to every project. We are seeking engineers who wish to grow their careers and want to become part of a technically strong and growth-oriented company focused on bringing innovative solutions to the difficult mission problems facing our customers.

Description
We are seeking an experienced Service Desk Lead to lead the stand-up and operation of a robust help desk capability for all CDM Data Services customers and stakeholders. The Service Desk Lead (SDL) will be responsible for leading a mid-size team of Service Desk Agents in a dynamic 24/7/365 operating environment. The Service Desk Lead will be responsible for all aspects of daily operations, including building and managing a team of 10+ resources.  The successful candidate will define, staff and lead an end-to-end Helpdesk and support Standard Operating Procedures (SOP), to include Tier 1 – 4 support services. Standard service desk engineering support will be available Mon-Fri 0800-1800 Eastern, excluding Federal holidays. Once fully operational, we will be responsible for providing engineering support (24x7, 365 days) to remedy operational issues or incidents related to the solution as needed to maintain the currency and accuracy of the CDM Dashboards. The Service Desk Lead will work with the operations team to implement 24x7 monitoring and alerting to identify critical and non-critical issues, and triage issues for priority support.  

The ideal candidate will have experience and proven success leading Service Desk operations in a dynamic, complex 24/7 Operations environment. The ideal candidate must be a fast learner, and able to effectively engage resources and work across teams to decompose large, complex problems into workable solutions. An aptitude for learning, strategic planning, and the ability to effectively communicate at all levels of the organization are a must. 

• Establish and lead a robust Service Desk IT Service Management (ITSM) Capability, to include Tier 1 – 4 support, 24x7 365-day scheduling, end-user knowledge management / self-service, end-to-end ticket tracking, and reporting. 
• Establish Helpdesk Standard Operating Procedures (SOPs) outlining ITSM processes and procedures, including a robust framework for continuous improvement and superior customer experience.  
• Work with internal and external stakeholders to proactively manage the timely and effective solution of issues to achieve compliance with Government-directed Service Level Objectives. 
• Coordinate with Federal Lead, Service Desk Agents (SDAs), and ticketing tool developers to recommend and coordinate ticket processing continuous improvements; Drive automation and optimize efficiency and quality of data collected, reports created to optimize mission outcomes. 

Clearance
US citizenship with ability to obtain Public Trust Suitability  Required skills:

• A minimum of five years of experience in operating and managing an IT service desk, including oversight for all aspects of daily operations ranging from managing staff, developing processes and procedures, ensuring quality of service operations, and managing tickets in alignment with SLA’s.  
• Experience defining and implementing Standard Operating Procedures for Service Desk Operations, in alignment with ITL best practices  
• Experience with the use of (ITSM) tools such as Atlassian Jira in a production environment supporting ticket triage and escalation 
• Demonstrated ability to apply ITIL certifications to non-cyber service desk functions 
• Experience building and leading technical teams of 6+ people, supporting enterprise-level, production support operations. 
• Proven record of high performance and substantial achievements in past positions, including defining, building and leading high-performing technical teams.  
• Demonstrated aptitude for working in a fast-paced, dynamic, matrixed work environment; Ability to elicit and shape work requirements and decompose complex challenges into actionable plans, based on an understanding of higher-level objectives. 
• Excellent communication, collaboration and relationship-building skills, including customer and employee engagement. 

• ITIL 3 or 4 certification 
• Experience operating within the Scaled Agile Framework (SAFe) and Kanban 
• Experience working with DHS, specifically the Cybersecurity and Infrastructure Security Agency (CISA) or its predecessor organization NPPD

Benefits
Erias Ventures provides a complete package of wealth, health, and happiness benefits. The expected salary range for this position, depending on education and years of experience is $75,000 - $150,000.

Wealth Benefits:

• Above Market Hourly Pay 
• 11% Roth or Traditional 401k with Immediate Vesting and Deposit
• Spot Bonuses for Assisting with Business Development and Company Growth
• Professional Development Bonuses for Certificates and Degrees

Health Benefits:

• Company subsidized Medical Coverage
• 100% Company Paid Vision and Dental Coverage
• 100% Company Paid Long Term Disability, Short Term Disability, and Group Life Insurance
• Monthly Wellness Reimbursement

Happiness Benefits:

• Paid Time Off with Flexible Work Schedules and Birthday Off
• Amazon Prime Membership and Monthly Internet Reimbursement
• Technology and Productivity Allowance for Equipment and Supplies
• Morale Building and Company Events to Celebrate our Successes and Build our Community
• Onboarding and Annual Swag
• Company Paid Professional Development and Training

At Erias Ventures, we are dedicated to fostering a diverse and inclusive workplace. As an equal opportunity employer, we ensure that all qualified applicants are considered for employment based on merit, without discrimination. We welcome individuals regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
 
Referrals & Inquiries
Do you know a cleared professional seeking to advance their career? Interested in earning some extra cash? If so, refer them to us with their name and contact details, and you could be eligible for a referral bonus of up to $10,000 for each successful hire.

Not seeing the right position right now? Reach out to us, and we’ll notify you as new contracts and opportunities become available!
 
Please send referrals and inquiries to:
jobs@eriasventures.com
 
To learn more about our company visit our webpage or LinkedIn.