ANALYGENCE, Inc. (ANALYGENCE) is a Service Disabled Veteran-Owned professional services small business established in 2010 on the principle of providing our customers with results driven professionals that understand the dynamic customer environment and can be relied upon to help them achieve their objectives. ANALYGENCE works with customers to develop and execute innovative strategies to improve processes and achieve customer goals.  Our people are service-oriented professionals with varying military, government and industry backgrounds, who understand the level of commitment and flexibility it takes to progress customers forward in a dynamic work environment. We cater to the specific needs of each individual customer to help them lay out a path for success.

ANALYGENCE is seeking a Service Desk Manager to join our team supporting DHS CISA CSD. This program provides a Service Desk to assist stakeholders with identifying cybersecurity vulnerabilities and supporting the Government’s activities in establishing and coordinating outreach programs and stakeholder partnerships that enhance and support protection activities. This requires developing relationships between cyber security stakeholders within and among the private and public sectors.

• Lead a Service Desk helping respond to requests related to the CISA Service Catalog providing critical cyber security vulnerability management to the nation’s critical infrastructure. 
• Oversee the team that is responsible for monitoring the Vulnerability Management Inbox during core hours, at a minimum, from7:00 am to 7:00 pm, Eastern Time, Monday-Friday (Except Federal Holidays).
• Provide leadership and vision in group inbox management, customer service, and administrative support.
• Coordinate ticketing processes/platforms, requests for information, scheduling coordination.
• Identify, develop and track performance metrics
• Perform process improvement.
• The Service Desk Team performs the following duties:
  • Providing concise and clear lines of communication with external customers by managing inquiries, change requests and ad hoc requests for information
  • Scheduling coordination with the stakeholders to service their requests
  • Triaging and assigning requests for information to proper channels
  • Processing and managing customer requests through the entire solutions generation
  • Documenting and maintaining knowledge management repositories to include but not be limited by internal SOPs, assessment scheduling and prioritization processes, and other process improvements pertaining to the service support team
  • Performing data entry and tracking of new service requests
  • Updating and distributing recurrent reports/metrics as needed by the government
  • Providing performance metrics tracking and management support to include implementations, migrations, and operations
  • Facilitating and coordinating meetings and speaking engagements
  • Preparing slide decks, talking points, maintaining files and documents, assisting in event scheduling, recording meeting minutes
• This is not a help desk – it is a critical communication hub between federal, state, local and tribal governments as well as critical infrastructure sectors and the nation’s premier federal organization for cyber defense. The mission is meaningful and the opportunity is for the right person with a passion for customer service and process management.

• Bachelor’s Degree required
• 3 to 10 years progress experience operating and overseeing a help desk or service desk environment
• Excellent communication skills, both written and verbal
• Strong attention to detail and commitment to quality assurance
• Skilled in problem solving
• Strong skills with Office 365 including Outlook, Word, Power Point and Excel
• Excellent communicator
• Ability to manage competing tasks and priorities
• Easily works within and across teams
• Familiar working with technical professionals, government executives, and other SMEs

Preferred Qualifications

• Master’s Degree
• Project Management Professional (PMP) certification, in good standing, at time of contract award
• Performing process improvements
• Experience in the Information Technology (IT) and/or cybersecurity field
• Knowledge management functions to include documenting standard operating procedures
• Experience working with ServiceNow, Remedy, or other ticket system
• Experience with performing issue tracking and requirement management with Jira

ANALYGENCE, Inc. is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.