Federal Working Group is always looking for dynamic and skilled professionals to join our growing team.

If you are looking for a place where you can put your creativity and experience to work, make a difference and be recognized for the value you offer, you’ve found it here.  Our entrepreneurial culture rewards employees who are willing to make a commitment and find dynamic solutions to complex problems.

  • Senior Service Desk Agent / Shift Lead
  • Bowei, MD
  • Full-Time

Job Description

The Senior Service Desk Agent / Shift Lead will oversee the enterprise operations service desk staff supporting the agency’s 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.  A key duty will be to supplement and enhance the KMS in order to reduce future escalations.




Specific roles & responsibilities for the position include but not limited to the following:

  • Responsible for managing the staff and duties of the assigned shift
  • Serve as service desk escalation support to customers, systems and application owners
  • Manage, track, report, process and assign tickets daily and across shifts
  • Responsible for opening, tracking and closing tickets
  • Work with the Enterprise Operations Center Manager to develop and enforce Service Desk policies and procedures
  • Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA)
  • Define and classify level, priority and nature of problem, request and/or issue
  • Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests
  • Actively manage incident tickets and provide status updates on each ticket per SLA
  • Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue
  • Ability to craft technical and professionally written outage notifications and updates to incident stakeholders
  • Conduct continuous improvement service desk support and update knowledge base as required
  • Support the development of KB articles for the all service desks agents
  • Provide daily reporting and trending on ticketing
  • Provide brown-bag and training sessions
  • Coach, mentor and train staff


 Position Requirements:

  • ITSM products (i.e. Remedy) INC/ChM/PbM/KMS management
  • Extensive infrastructure and application support experience using Remedy or other ticketing and incident management systems
  • Familiarity and practical application of advanced principles of ITIL/ITSM
  • Direct experience running small to medium service desk (over 5 agents)
  • Excellent written and communication skills required; excellent customer service aptitude
  • Ability to present to executive management incident debriefs and root cause analysis reports
  • Must be available for on-call support as required

Hands-on Exposure:

 Experience using and managing monitoring tools such as SolarWinds or AppDynamics

  • Experience creating, managing and running reports in BMC Remedy
  • Experience using incident notification tools such as Everbridge IT Alerting
  • Experience managing Microsoft Windows & Red Hat Linux in large environments
  • Day-to-day fluency using Microsoft Active Directory to manage policies & user objects
  • Knowledge of security policies and general vulnerabilities management 

 Soft Skills and Abilities:

Organizational Skills:

  • Can plan and prioritize work, both their own and that of project team
  • Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail

Team Work:

  • Comfortable working both individually and as part of a team
  • Prepared to challenge ideas within a group in a constructive way
  • Ability to influence others and move a proposal effort toward a common vision or goal


  • Ability to communicate clearly and efficiently to team members and clients, verbally and in writing
  • Able to present ideas in a variety of ways depending upon audience and context
  • Excellent active listening skills
  • Strong interpersonal skills with the ability to interact effectively with all levels of personnel, elected officials, executive leadership, senior management, users, vendors and subcontractor personnel

Problem Solving:

  • Natural inclination for planning strategy and tactics
  • Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions

Results oriented:

  • Able to drive things forward regardless of personal interest in the task

Education and Experience: 

  • 5+ years of experience with a Associates in Computer Science or related field
  • In lieu of degree, a combination of education and 8 years of demonstrated hands on experience
  • ITIL v3.0 or Foundation Certifications highly recommended
  • Ability to quickly self-learn new products
  • Comfortable in a fast pace work environment
  • Microsoft Certified Solutions Associate (MSCA), Microsoft Certified Professional (MCP) or Microsoft Technology Associate (MTA) are a plus
  • Red Hat Certified System Administrator (RHCSA) is a plus

Additional Information:

  • Shift Schedules: 1st: 7:00 am-4:00 pm, 2nd: 1:00 pm-10:00 pm, 3rd: 10:00 pm-7:00 am
  • Must be available for on-call support as required
  • Must have flexibility in shift hours

Security Requirements:

  • Candidate must be a U.S. Citizen and able to pass a Public Trust Assessment

Federal Working Group is an Equal Opportunity Employer

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