Service Desk Administrator II

21 سبتمبر، 2022

0 5 5 دقائق

الوصف الوظيفي

Overview

Proactively manages the service desk operations and supervises Service Desk Administrator Level I and ADPE Technicians I in the performance of their duties. Responsible for ensuring sufficient staffing across all support lanes, monitoring call performance and incident response metrics, and providing high-level of communication and technical support. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory. Program: OMDAC-SWACA

Responsibilities

Proactively oversees and manages the service desk operations and staff.
Ensures that sufficient staffing and skill levels are maintained throughout operational and prime hours in order to meet service level targets by managing shift staffing schedules, allocations and assignments.
Act as an escalation point where difficult or controversial calls are received.
Produces daily, weekly and monthly service desk performance metrics, statistics and management reports; and provides direct feedback to the staff on report findings.
Monitors service desk and incident performance metrics, identifies improvement opportunities, and implements corrective action when needed.
Assumes roles and responsibilities of Service Desk Administrators, first-line support via multiple channels (calls, walk-ins, email, self-service), Remedy queue and/or accounts administrator when workloads are high and additional experience is needed, staffing is insufficient or as required by operations.
Establishes efficient, working relationships with the Information Management officers (IMOs), customer chain of command, and senior management. Report any issues that could significantly impact services.
Represents the service desk at meetings. Arranges staff training and awareness; and performs briefings as needed to the service desk staff on changes or deployments that may affect customer service volumes.
Ensures all documented policies, processes, and work-flows are being followed by the service desk staff; and identifies, updates and implements changes to continually improve and streamline processes.
Provides senior level technical support to the service desk staff, IMOs and customers; in addition to having the technical ability to accurately determine call routing for Remedy incidents that cannot be immediately resolved at the service desk.
Takes overall responsibility for incident and service request handling
Performs other duties and assignments as required

Qualifications

Minimum Qualifications:
Education:
- High School diploma or GED required.
Experience:
- Should have minimum of four (4) years' of experience in a Customer Service environment and one to two years in a service desk environment.. Proven experience with leading a work-force in a high-tempo environment. Excellent customer service skills are mandatory.
- One year of related experience may be substituted for one year of education.
Certifications:
- This position requires candidates to adhere to DoD 8570.01-M. All candidates are required to maintain at least one (1) baseline Certification and one (1) computing environment (CE) certification. The authorized certifications for this job title are listed as follows:
IAT Level: IAT I
Baseline:
- Cisco CCNA Security
- Cisco CCNP Security
- CompTIA A+ ce
- CompTIA CASP ce
- CompTIA CySA+ ce
- CompTIA Network+ ce
- CompTIA Security+ ce
- GIAC GCED
- GIAC GCIH
- GIAC GICSP
- GIAC GSEC
- ISACA CISA
- ISC2 CISSP (or Associate)
- ISC2 SSCP
CE:
- CompTIA: Server+
- Microsoft: MCSA – Certified Solutions Associate Windows 10
- Microsoft: MCSA – Certified Solutions Associate Windows Server 2012
- Microsoft: MCSA – Certified Solutions Associate Windows Server 2016
- Microsoft: MCSE – Cloud Platform and Infrastructure
- Microsoft: MCSE – Enterprise Devices and Apps
- Microsoft: MCSE – Private Cloud 2012
- Microsoft: MCSE – Server Infrastructure 2012
- Microsoft: MCT – Certified IT Professional
- Microsoft: MCT – Certified Systems Administrator
- Microsoft: MS Windows 10, Configuring Windows Devices (Exam: 70-697)
- Microsoft: MS Windows 10, Planning and Managing Devices in the Enterprise (Exam: 70-398)
- Microsoft: Installing and Configuring Windows 10 (Exam: 70-698)

We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.

Minimum Qualifications:
Education:
- High School diploma or GED required.
Experience:
- Should have minimum of four (4) years' of experience in a Customer Service environment and one to two years in a service desk environment.. Proven experience with leading a work-force in a high-tempo environment. Excellent customer service skills are mandatory.
- One year of related experience may be substituted for one year of education.
Certifications:
- This position requires candidates to adhere to DoD 8570.01-M. All candidates are required to maintain at least one (1) baseline Certification and one (1) computing environment (CE) certification. The authorized certifications for this job title are listed as follows:
IAT Level: IAT I
Baseline:
- Cisco CCNA Security
- Cisco CCNP Security
- CompTIA A+ ce
- CompTIA CASP ce
- CompTIA CySA+ ce
- CompTIA Network+ ce
- CompTIA Security+ ce
- GIAC GCED
- GIAC GCIH
- GIAC GICSP
- GIAC GSEC
- ISACA CISA
- ISC2 CISSP (or Associate)
- ISC2 SSCP
CE:
- CompTIA: Server+
- Microsoft: MCSA – Certified Solutions Associate Windows 10
- Microsoft: MCSA – Certified Solutions Associate Windows Server 2012
- Microsoft: MCSA – Certified Solutions Associate Windows Server 2016
- Microsoft: MCSE – Cloud Platform and Infrastructure
- Microsoft: MCSE – Enterprise Devices and Apps
- Microsoft: MCSE – Private Cloud 2012
- Microsoft: MCSE – Server Infrastructure 2012
- Microsoft: MCT – Certified IT Professional
- Microsoft: MCT – Certified Systems Administrator
- Microsoft: MS Windows 10, Configuring Windows Devices (Exam: 70-697)
- Microsoft: MS Windows 10, Planning and Managing Devices in the Enterprise (Exam: 70-398)
- Microsoft: Installing and Configuring Windows 10 (Exam: 70-698)

Proactively oversees and manages the service desk operations and staff.
Ensures that sufficient staffing and skill levels are maintained throughout operational and prime hours in order to meet service level targets by managing shift staffing schedules, allocations and assignments.
Act as an escalation point where difficult or controversial calls are received.
Produces daily, weekly and monthly service desk performance metrics, statistics and management reports; and provides direct feedback to the staff on report findings.
Monitors service desk and incident performance metrics, identifies improvement opportunities, and implements corrective action when needed.
Assumes roles and responsibilities of Service Desk Administrators, first-line support via multiple channels (calls, walk-ins, email, self-service), Remedy queue and/or accounts administrator when workloads are high and additional experience is needed, staffing is insufficient or as required by operations.
Establishes efficient, working relationships with the Information Management officers (IMOs), customer chain of command, and senior management. Report any issues that could significantly impact services.
Represents the service desk at meetings. Arranges staff training and awareness; and performs briefings as needed to the service desk staff on changes or deployments that may affect customer service volumes.
Ensures all documented policies, processes, and work-flows are being followed by the service desk staff; and identifies, updates and implements changes to continually improve and streamline processes.
Provides senior level technical support to the service desk staff, IMOs and customers; in addition to having the technical ability to accurately determine call routing for Remedy incidents that cannot be immediately resolved at the service desk.
Takes overall responsibility for incident and service request handling
Performs other duties and assignments as required