p>Qualifications: • Required: • Bachelors degree in Computer Science, Information Technology, or equivalent work experience • 5+ years of experience in network operations, quality assurance, or related roles • TS/SCI with Poly required • ITIL Certified • Experience with ServiceNow, Tableau, or other measurement tool sets; and experience with Microsoft Excel advanced functions • Experience of performance data analysis of ITIL processes • Knowledge of analyzing data, metrics, and associated results and communicate effectively what the data is portraying • Skilled at working collaboratively in a complex environment and driving performance achievement and improvements • Data-driven and analytical mindset of service excellence and customer satisfaction • Excellent customer service skills to understand client and Customer representative's concerns and requirements.
• Desired: • Experience in Customer Engagement providing IT Infrastructure Services, developing SLA and OLAs, and integrating and maintaining service portfolios • Experience working with Government clients, specifically within the Intelligence Community • Project Management Professional (PMP) certification • Leader in MSI practice implementation and operations • Led managed IT infrastructure service transitions • Experience leading large teams in a matrixed management structure • Demonstrated experience with facets of personnel management • Experience managing large, decentralized public-sector clients.