Manages the resolution of technical problems in a 365 x 24 x 7 GOVT IT Call center/help desk environment. Responsible for coordinating employee recruitment, selection and training, performance assessment, work assignments, salary and recognition/disciplinary actions. Insures expertise in customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, usage and training on software and/or hardware products is used. Creates, revises and follows defined escalation process of all technical issues that arise on a day to day basis. Ensures adequate staffing exists 24 x 7 to support contract requirements. Ensures that all relevant contractual SLA’s are met. |
Candidate must have a minimum of 1 year of previous demonstrated experience as a IT Service Desk Manager or shift lead, or similar in a call center environment.
Candidate must be certified HDI Desktop Support Manager.
In addition this experience must include developing work assignments, assessing performance and handling caller escalations/customer service complaints and issue resolution as this candidate is considered the final issue escalation point for the group supervising. Minimum of 1 year demonstrated experience providing direction of daily operations of a section and actively assists, or provides direction to, subordinates as required.
Additionally must be IT savvy and have familiarity with either ITIL, Computer Security, Unix, or Linux.
Accomplishes results through lower level subordinate supervisors, associate managers, or exempt professional staff who exercise significant latitude and independence in assignments. Often heads skilled, experienced, and senior level exempt professional staff unit(s).
Experience providing leadership level service or operations to a government client or at least familiarity with FEDERAL Govt structure.
ITIL Foundations certification is ideal, or at least familiarity with ITIL Foundations and Best Practices philosophy. Experience with Remedy Incident, Change, and Problem Management modules and creating Remedy queries via Business Objects a plus.
LMCareers Business Unit
ESS0997 IS&GS-CIVIL (S8200)
Info Systems & Global Sol
FLEX-Non-Standard 40 hour week
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