Deputy Service Desk Manager

Anticipated Future Opening

Deputy Service Desk Manager

February 24, 2020

C5T Corporation is a Woman-Owned, Certified Service-Disabled, Veteran-Owned Small Business headquartered at Scott AFB, Illinois. Founded in 2005 by three veterans, we value practical, innovation-minded people with a passion for successful mission accomplishment. We bridge the gap between operational and technical domains.

Our core values are: Integrity ...Excellence...Patriotism

The Deputy Service Desk Manager manages and coordinates urgent and complicated support issues. This position will also manage the performance of Tier 1 service and support to end users. Ensure that customer expectations are met or exceeded. Ensure the Service Desk staff are meeting and exceeding expectations regarding performance, meeting defined metrics and benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. Oversees 100% of the requests and incidents.

Assigned training activities include, but are not limited to:

• Developing and implementing a mature ticket escalation processes to ensure free flowing escalation and information within the organization.
• Training, coaching and mentoring Tier 1 Service Desk Analysts including career development.
• Responsible for all Tier 1 activities, analysts schedules, and performance.
• Providing data and reporting of Key Performance Indicators (KPIs) and trends in ad-hoc, weekly, monthly and as needed.
• Driving Ticket Deep Dive and develop strategies for improvement.
• Working to make the Tier 1 Service Desk the single point of contact for all incidents and requests.
• Monitoring and managing phone queue (participating in escalated calls as needed).
• Developing an effective and workable framework for managing and improving customer IT support in the organization.
• Advising management on situations that may require additional end user support or escalation.
• Managing processes for communicating outage and emergency activities to the organization.
• Updating the Automated Call Distributing (ACD) System call routing menu to ensure accurate call routing and end user communications.
• Reviewing survey feedback to improve services, tools and support experience.
• Serving as the Service Desk Manager in his/her absence.

Qualifications:

• Bachelors Degree or equivalent years of experience working in related technical field/
• Years: 7-10.
• DoD 8570.01 Information Assurance Workforce Improvement Program IAT Level II certification.
• Secret Security Clearance

Benefits if hired into full-time C5T position:

To show our commitment to our employees and their families we offer:

• A competitive salary
• Medical, Dental, Vision, Life Insurance and Disability Plans
• 15 personal days (PTO) annually
• 10 paid holidays
• 401(k) with an exceptional company match
• Flexible spending account
• Health club reimbursement through our Wellness Program

We are committed to providing equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, status as a protected veteran, or any other similarly protected status in accordance with applicable federal, state and local laws.

EOE Minorities/Women/Disabilities/Veterans

Current Openings for Deputy Service Desk Manager Jobs at C5T Corporation