Service Desk Supervisor

il y a 4 semaines

Mons, Belgique General Dynamics Information Technology Temps plein

Clearance Level
- Secret

Category
- Help Desk

Location
- Mons, Belgium

**Travel Required**:None****:
**Requisition Type**:Pipeline****:
Please take this opportunity to join one of GDIT’s fastest long-standing growing programs US Battlefield Information Collection and Exploitation System eXtended (US BICES-X) is a cutting-edge program supporting DoD intelligence information sharing on current and emerging global threats to mission and coalition partners and emerging nations. With an internationally dispersed team supporting each combatant command, the US BICES-X team is in direct support of the war fighter and their missions. We are seeking a creative and driven professional with a passion for solving real world issues on a cross-functional, fast paced team.

This position is responsible for managing and maintaining the US BICES-X Service Desk located at the NSHQ Headquarters on SHAPE and the NATO Special Operation School (NSOS) on Chievres Air Base., providing Tier 0 - 1 user and systems support, incident response, and escalation.

Oversees the development, implementation, and administration of Service Desk Technicians training procedures and policies. Trains, coaches, and mentors technicians and other junior staff. Attention to detail, accuracy, planning, organizing, prioritizing, verbal, written and interpersonal communication skills are a must.

**Responsibilities**:

- Provides Direct Management and Supervision to 6 Personnel spanning two or more geographical locations.
- Screens, refers, and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
- Coordinates support with other functional leads to facilitate quick resolution of issues, identifying trends and implementing training opportunities as needed for support personnel.
- Documents Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system.
- Develop and update Local Work Instructions and Standard Operating Procedures and Processes to improve team performance and assign accountability.
- Responsible for the Life Cycle Replacement (LCR) procedures.
- Develops and provides metrics reporting and trend analysis to maintain quality support and maintain Service Level Agreements within standard.
- Provides oversight for installations, configurations, and upgrades to computer hardware and software.
- Provides end-user software troubleshooting and support.
- Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
- Provides daily face to face support to US Military and Civilian personnel as well as NATO's Military, NATO Partner Nations, International Students, and Host Nation Civilians.
- Provides guidance, training, and work leadership to less-experienced technicians
- Analyzes customer needs to determine functional and cross-functional requirements and improvement opportunities.
- Maintains current knowledge base of relevant technologies and processes as assigned.
- Participates in special projects as required.
- Monitors service queues and ticket quality, communicates with service support technicians, and escalates diagnosed problems as needed.

**Required Qualifications**:

- 5+ years of directly related experience in managing Service Desk Operations.
- BA/BS degree or equivalent work experience.
- Must possess Secret clearance.
- Must be able to work extended work hours.
- Must meet DoD 8570 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges. Requirements include possessing and maintaining active Security Plus CE certification and computing environment training certificate. Computing environment training must be completed within 2 weeks of being hired.
- Able to obtain ITIL V4 within 180 days of hire.
- Experience with Break Fix/Touch Labor and imaging endpoint devices.
- Experience with ticketing platforms such as Service Now or Remedy, ticket escalation, and notification procedures.
- Experience with direct customer support for both internal and external customers with varying levels of computing skills.
- Experience with Incident management procedures, ticketing, troubleshooting, and incident escalation.
- Experience with Microsoft Office Applications and Active Directory.
- Experience with developing and presenting training for both internal and external customers.
- Ability to manage multiple tasks at the same time.
- Ability to lead a team of IT professional in geographically dispersed locations.
- Ability to handle dissatisfied customers (internal and external) and resolve issues.
- Strong technical writing and communication skills.

**Preferred Qualifications**:

- Experience working with military and multinational customers.
- The work is typically performed at client site locations, which requires proper safety precautions; work may require some physical effort in the handling of light materials, boxes, or equipment.

dpost #cjobs #cj

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