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Job Details
Leidos
Deputy Customer Service Manager
Description
Job Description:
The Deputy Customer Service Manager will serve as the backup to the Customer Service Manager who is responsible for overseeing the 24/7 Tier 1 personnel who monitor and support the FBI’s network circuits, systems, and server. The candidate will lead the team in troubleshooting and problem solving using on-the-job experience, documentation (SOPs), knowledge bases, and deployed network and IT management tools. The Deputy Customer Service Manager will manage shift schedules to achieve optimal coverage, addresses personnel issues that may arise from time to time, and maintains team morale.
Primary Responsibilities
- Provide program oversight
- Ensure day- to -day help desk and systems monitoring for all sites
- Manage Tier 1 Service Manager incident queue
- Work with Incident Manager in verifying the resolution of critical incidents
- Manage Tier 1 Service Desk personnel shift coverage which includes time and attendance
- Ensure Tier 1 Service Desk personnel are trained for optimum effectiveness of customer interaction
- Understand and function within Service and Operation Level Agreements with customers
- Interact with management to facilitate timely problem resolution
- Work with Tier 3 Subject Matter Experts and Tier 4 Engineers to improve Tier 1 Service Desk troubleshooting and standard operating procedures
- Ensure Quality Control is done by analyzing HP Service Manager incident progression to improve customer service to meet and exceed customer expectations
- Identify Performance requirements
- Review and analyze metric reports and other supporting reports
- Approve implementation of performance improvements
Basic Qualifications
- BS in Computer Science or Computer Engineering or 5 years of relevant experience in relevant areas or related fields, have demonstrated experience in Help Desk Support Services
- Knowledge of ITIL process and Industry best practices
- Knowledge in the use of and application of metrics to increase efficiency and solve issues.
- Experience leading teams
- Demonstrated ability to effectively communicate verbally and in written form.
- Independent worker who takes initiative to resolve critical incidents
- Demonstrated ability to engage stakeholders and management to address critical incidents
- Demonstrated ability to transcribe technical information into non-technical communication;
Preferred Qualifications
- Technically proficient in FBI's IT environment
- Strong working knowledge of computer networks, servers, and operating systems
- Proficient in problem/incident management