Vacancy expired!
Responsible for overseeing all processes comprising day-to-day operations of Tier 2 deskside and customer support. Responsible for achieving high quality Tier 2 operations for both incident support and request fulfilment, striving to meet Service Level Agreements resulting in high customer satisfaction levels. Works with the Service Desk Manager to improve customer service standards through communication techniques, work instructions, training, and dashboards. This position is responsible for the interaction and engagement with the Service Desk Manager federal lead and COR (when necessary). Reports to the Service Desk Manager. Responsibilities include, but are not limited to:
- Manage Service Desk Tier 2 and Customer Support personnel in the performance of daily responsibilities.
- Provide ongoing quality assurance and feedback.
- Facilitate Readiness Review of new systems and services transitioning to Service Desk Operations.
- Manage the development of SOPs, training material and knowledge articles to be published for Service Desk and customer.
- Work directly with customers when incident, request or problem escalation is necessary.
- Serve as the liaison for issues requiring customer or vendor support.
- Management level reporting.
- Produce management information, including KPIs and reports, and perform trend analysis.
- Ensure efficient flow of tickets through Service Desk Tier 2.
- Address areas where Priority 1 through Priority 5 service level targets have not been met.
- Minimum 3 years of experience leading customer support/Tier 2 operations and supervising personnel in an environment similar in size and scope with stringent performance-based SLAs.
- Thorough knowledge fulfilling requests and resolving incidents related to end user technologies involving laptops (Windows and Mac), printers, mobile devices, Windows 10, Active Directory, SharePoint, Teams, and O365.
- Strong knowledge of end user device troubleshooting, process development, analysis, critical thinking, and problem solving.
- Comprehensive knowledge of ServiceNow or similar ITSM software, including the ability to create ad hoc reports, manage work/ticket queues, and workflow automation.
- Demonstrated experience developing and utilizing reporting systems to provide metrics reporting in support to continuous service improvement.
- Strong interpersonal and time management skills and must have the ability to adapt and prioritize work in a dynamic environment.
- Ability to effectively communicate verbally and electronically to various levels of staff with various levels of understanding of technology.
- Experience supporting high priority and VIP tickets
- Must have a positive and patient customer service attitude.
- Must be able to lead, inspire, and mentor a multi-disciplined team of both on-site and remote staff.
- ITIL v4 certification is required.
- Must be able to obtain agency suitability clearance prior to start date.
Vacancy expired!