Service desk administrator ii

Overview Working across the globe, V2 X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9 B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism. Proactively manages the service desk operations and supervises Service Desk Administrator Level I and ADPE Technicians I in the performance of 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 a high degree of 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. Program: OMDAC-SWACA. This position offers company-paid housing and transportation, a completion bonus, and tuition reimbursement programYou must satisfy all host country requirements to legally work in the host country in order to be qualified for this position. Responsibilities Proactively oversees and manages the service desk operations and staff. Ensures that sufficient staffing and skill levels are maintained throughout operational and prime hours in order to meet service level targets by managing shift staffing schedules, allocations, and assignments. Act as an escalation point where difficult 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, identifies 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. Reports 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 being followed by the service desk staff; and identifies, updates, and implements changes to continually 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. Qualifications Security Clearance: Requires an active Secret Clearance. Education / Certifications: One year of related experience may be substituted for one year of education if a degree is required. High School diploma or GED required. This position requires candidates to adhere to Do D 8570.01 M. All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. Baseline certifications cannot also be used as a Computing Environment (CE) certification. The authorized certifications for this job title are listed as follows: IAT Level: IAT IBASELINE: Cisco: CCNA Security Cisco: CCNP Security Comp TIA: A+ ce Comp TIA: CASP+ ce: Advanced Security Practitioner Comp TIA: Cy SA+ ce: Cybersecurity Analyst Comp TIA: Network+ ce Comp TIA: Security+ ce GIAC: GCED: Certified Enterprise Defender GIAC: GCIH: Certified Incident Handler GIAC: GICSP: Industrial Cyber Security Professional GIAC: GSEC: Security Essentials ISACA: CISA: Certified Information Systems Auditor ISC2: CISSP (or Associate): Certified Information Systems Security Professional COMPUTING ENVIRONMENT (CE): Comp TIA: Server+Microsoft: 365 Certified: Endpoint Administrator Associate Microsoft: 365 Certified: Enterprise Administrator Expert Microsoft: 365 Certified: Messaging Administrator Associate Microsoft: 365 Certified: Modern Desktop Administrator Associate Microsoft: 365 Certified: Security Administrator Associate Microsoft: Certified: Azure Administrator Associate Microsoft: Certified: Azure Security Engineer Associate Microsoft: MCSA: SQL 2016 Database Admin Microsoft: MCSE: Cloud Platform and Infrastructure Experience: Should have a minimum of four 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. We 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 without regard to race, color, religion, age, sex, national origin, protected veteran status, or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.
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