Jonathan Murphy
DCSA IT Deputy Manager
- Role
- Defense Counterintelligence Security Agency IT Deputy Manager at SAIC
- Location
- Washington, DC, US
- LinkedIn followers
- 500 followers
About Jonathan Murphy
US Marine Corps veteran who was honorably discharged after four years of active military…
Experience
Defense Counterintelligence Security Agency IT Deputy Manager
Jul 2023 — Present · Quantico, VA, US
o Managed service desk staffing and scheduling, successfully hiring new technicians, ensuring adequate coverage during business hours, optimizing staff allocation, and approving leave requests for a team of 45 technicians.o Owned and managed the service desk escalation queue. Serving as the technical escalation point for multiple teams. Including Cyber Security, Network Administrators, and System Administrators. Resolving complex incidents, escalating critical issues to higher-level support, and maintaining a 98% resolution rate within SLA.o Developed and delivered training programs for new service desk technicians on service desk procedures, policies, and best practices.o Actively participated in management meetings, contributing to strategic discussions on ongoing and upcoming projects, providing solutions to improve service desk operations, and presenting regular performance reports to management.
Education
Northern Virginia Community College
Associate's degree
2019
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