Service Desk Administrator II

Proactively manages the service desk operations and supervises Service Desk Administrator Level I and ADPE Technicians I in their duties. Responsible for ensuring sufficient staffing across all support lanes, monitoring call performance and incident response metrics, and providing high-level communication and technical support. This position involves 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.

Responsibilities

• Proactively oversees and manages the service desk operations and staff.
• Ensures sufficient staffing and skill levels are maintained throughout operational and prime hours to meet service level targets by managing shift staffing schedules, allocations and assignments.
• Act as an escalation point where complex 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 identify 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 workflows are followed by the service desk staff; and continually identifies, updates and implements changes to 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

Requirements

• Minimum Qualifications:
• Education:
  • A High School diploma or GED is required.
• Experience:
  • Should have a 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 workforce 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)

They 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 regardless of race, color, religion, age, sex, national origin, protected veteran status, or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.

Job Details

• Job Location: Kuwait
• Company Industry: Other Business Support Services
• Company Type: Employer (Private Sector)
• Employment Type: Unspecified
• Monthly Salary Range: Unspecified
• Number of Vacancies: Unspecified