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Support Services Manager

2 weeks ago

Kuwait City, Al Asimah beBee Careers Full time
Job Summary

This role requires a skilled professional to oversee and support personnel in the Automation Support Department (ASD), ensuring efficient technical software, hardware, and network problem resolution guidance.

To be successful, the ideal candidate must possess excellent communication skills, strong customer service experience, and the ability to build relationships with all levels of the organization.

The Systems Support Specialist Lead is responsible for providing quality help desk support, initiating and tracking work orders, serving as a single point of contact, and leading and supporting ASD personnel.

Key Responsibilities
  • Provides High-Quality Technical Support: Assist users with NIPRNET or SIPRNET, stand-alone AIS, or communications systems issues.
  • Manages Work Orders Efficiently: Utilize the work order system to manage user-generated work orders.
  • Serves as a Liaison: Act as a liaison within the organization for information systems problem management and serve as a point of contact for user status inquiries.
  • Leads and Develops Team Members: Provide general supervision of Systems Support Specialists, Seniors, and Computer Service Associate personnel.
  • Evaluates and Resolves Complex Issues: Use the Remedy Ticket System, email, or telephone to monitor and escalate complex technical issues.
  • Mentors Junior Staff: Offer technical guidance to junior personnel on software, hardware, and network problem solutions.
  • Contributes to Analysis and Implementation: Participate in the analysis, design, testing, and implementation of systems and networks.
  • Ensures Information Assurance Compliance: Ensure the application of Information Assurance practices and procedures within the computing environment.
Qualifications and Requirements
  • Education and Certifications: High School Diploma, College degree or equivalent experience, U.S. Citizenship, valid Secret clearance, and certification in AR 25-2 for privileged access to ISs.
  • Experience: Five or more years of related experience, strong customer service experience, demonstrated experience handling technical and sensitive situations, and proven ability to build relationships with all levels of the organization.
  • Skills: DoD Cyber Awareness Training, Fort Gordon Cyber Security Fundamentals Training, knowledge of various DOD network policies, and knowledgeable of Security+, Microsoft MCP, MCSA, or CCNA concepts.
  • Working Conditions: Work may require heavy lifting (up to 65 pounds), stooping, climbing, prolonged standing, and working in outdoor conditions with exposure to extreme climatic conditions.