Service Center Technical Lead

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SUMMARY

The Sr. Help Desk Support Service Specialist implements, manages and controls all project directives related to the Service Desk. The Service Desk will be a single point of contact requiring the performance of triage on reported problems, collecting all necessary information, resolution of the end user problems by the service desk staff, or escalation of the issue to other Government or contractor staff for resolution. The service desk will provide first line support (tier I and tier II support) to the end users that will include but are not limited to recording, troubleshooting, and providing solutions to end-user IT related issues.

As a federal contractor, CNI is a drug-free workplace and adheres to the Federal Controlled Substance Act.

ESSENTIAL REQUIREMENTS

May be required to obtain/retain a government background investigation commensurate with position requirements.

Must be able to pass a customer background check for access to facilities, equipment and property.

Must have experience managing enterprise IT support projects for the Federal Government.

Relevant certification such as those obtained for HDI, ITIL, CompTIA, etc.

KEY DUTIES AND RESPONSIBILITIES
Essential Duties and responsibilities include the following. Other duties may be assigned.

Responsible for identifying, proposing resolutions, and resolving Service Desk issues in collaboration with applicable contractor and federal staff.

Resolves the most complex IT technical support requests for the user base and leads the other Service Center Technicians to ensure successful and timely resolution of end user issues.

Manages and documents service desk team responsible for resolving Tier 1 and Tier 2 customer support issues using a structured system for task resolution.

Independently analyzes and resolves operational issues for the technical support center and shall assist the Federal Functional Lead in prioritizing tasks for the Service Center Technicians that are working on task resolution.

Monitors team performance and provide reports for technical support activity and property accountability.

Resolves and documents Tier 1 and Tier 2 customer support issues using a structured system for task resolution.

Leads meetings, creates schedules, and plans for upcoming events expecte to impact end users.

Serves as the Service Desk focal point and provides guidance and support for the Service Desk team.

Ensures compliance with Service Desk requirements.

Exercises supervisory personnel management responsibilities. Develops program management competencies through training and coaching.

Plans daily activities within the guidelines of company policy, job description and supervisor's instruction in such a way as to maximize personal output.

Responsible for aiding in own self-development by being available and receptive to all training made available by the company.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EDUCATION AND EXPERIENCE

Bachelor's degree in a related field and a minimum of five (5) years' relevant experience in a Service Center support role, or equivalent combination of education/experience.

JOB SPECIFIC KNOWLEDGE/SKILLS/ABILITIES

Demonstrated skills and experience compiling reports, metrics data, and other administrative functions.

Demonstrated experience in planning and managing in support of Service Desk activities.

Demonstrated ability to develop and apply solutions for end user issues.

Skilled proficiency in the use of Microsoft Office Suite (i.e., Word, Excel Outlook, Project, etc.).

Organization skills with ability to effectively manage multiple priorities.

Skilled in facilitating teamwork and coordinating efforts for the successful achievement of goals.

Ability to resolve conflicts, grievances, confrontations or disagreements in a constructive manner.

Good verbal and written communications skills.

Ability to schedule, plan and lead meetings.

Exceptional customer service and relationship-building skills.

Ability to implement a proactive approach to problem-solving.

Ability to interact professionally with team members, corporate management, and clients of all levels.

Demonstrated ability to work under pressure and to meet tight deadlines.

Demonstrated ability to effectively work both independently and in a highly collaborative, team environment.

Ability to use discretion concerning highly sensitive and confidential data and information.

Ability to work effectively individually or in a team environment.

LANGUAGE SKILLS

Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups and/or boards of directors.

MATHEMATICAL SKILLS

Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations and permutations. Ability to apply mathematical operations such as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory and factor analysis.

REASONING ABILITY

Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Work is primarily performed in an office environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Exposed to general office noise with computers printers and light traffic.

CNI CORE COMPETENCIES Responsible for the integration of CNI Core Competencies into daily functions, including commitment to integrity, knowledge/quality of work, supporting financial goals of the company, initiative/motivation, cooperation/relationships, problem analysis/discretion, accomplishing goals through organization, positive oral/written communication skills, leadership abilities, commitment to Affirmative Action, reliability/dependability, flexibility and ownership/accountability of actions taken.

COMPLIANCE

Promotes and encourages a culture of compliance with all applicable rules (federal, state, local, Federal Acquisition Regulations, Code of Federal Regulations, Prime Contract requirements, etc.) for themselves and the company as a whole. Fosters an environment in which they will report any violations or reasonably suspected violation of CNI policy, FAR, and/or CFR and are comfortable discussing the myriad compliance, conflict, FAR, CFR, etc. issues that arise during the performance of a government contract.

EOE including disability/vet.

****This position is contingent upon contract award ****

CNI offers a comprehensive benefits package that includes:

• Medical
• Dental
• Vision
• 401(k)
• STD/LTD/AD&D
• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• Training and Development Opportunities