Customer Engagement Lead

7 days ago

Washington, United States ECS Full time

ECS is seeking a Customer Engagement Lead to work in our Pentagon office.

Job Description:

ECS is seeking a Customer Engagement Lead to join a team providing sustainment and capability delivery support services for the Program and Budget Enterprise System (PBES) at the Pentagon in Washington, DC. This position will require 3 to 5 days per week at the Pentagon within the National Capital Region.

As the Customer Engagement Lead, you will be responsible for managing and operating the PBES Help Desk. You will research, resolve and respond to questions and problems received via telephone calls, emails, walk ins and other forms of communication. You will document customer information and detailed problem descriptions in Air Force systems, develop SOPs, Knowledge base articles, and escalate problems in accordance with established requirements and program policy. You will evaluate team workflow and processes and recommend/implement improvements to those processes. You will review customer support requests for accuracy and monitor quality of work performed by the team, as directed by the Technical Lead and Senior Project Manager. You will work on special projects as directed.

Specific tasks you will perform include, but are not limited to:

  • Junior Project Administrator
  • Preparing/Presenting Daily Operations Briefings
  • Opening and closing help desk operations
  • Assisting customers in resolving data validation issues
  • Managing Remedy ticket system and/or other required Help Desk tools
  • Drafts Knowledge based articles for end-user consumption.
  • Drafts training slides for end-user consumption.
  • Communicating technical information to both technical and non-technical personnel.
  • Participating in development of information technology and infrastructure projects.
  • Onboards and trains new Help Desk personnel.
  • Manages and oversees Help Desk schedule.
  • Assists with and performs daily system health checks.
  • Draft and deliver status reports and deliverables according to program schedule.
  • Assist in performing Root Cause Analysis of complex problems for potential escalation for further review and/or submission of Change Request for future software enhancements.

Required Skills:

  • U.S. Citizenship is required per contract.
  • Active DoD Secret Clearance.
  • Bachelor’s Degree
  • IT support desk experience in a team lead role.
  • Good verbal and written communications skills.
  • Positive and enthusiastic.
  • Detail oriented.
  • Work well under pressure, multi-task, and prioritize items as needed.
  • Ability to gain a Security+ within 3 months of start.

Desired Skills:

  • Government financial systems and Planning, Programming, Budget Execution (PPBE) experience.
  • Experience using Confluence to manage documentation.
  • Experience with Remedy and/or other help desk ticket reporting systems.
  • Critical Thinking
  • Security+

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

General Description of Benefits

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