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Service Desk Lead

Company: Perspecta
Location: Bellevue
Posted on: April 4, 2019

Job Description:

Every day at Perspecta, we enable hundreds of thousands of people to take on our nation's most important work. We're a company founded on a diverse set of capabilities and skills, bound together by a single promise: we never stop solving our nation's most complex challenges. Our team of engineers, analysts, developers, investigators, integrators and architects work tirelessly to create innovative solutions. We continually push ourselves-to respond, to adapt, to go further. To look ahead to the changing landscape and develop new and innovative ways to serve our customers.Perspecta works with U.S. government customers in defense, intelligence, civilian, health care, and state and local markets. Our high-caliber employees are rewarded in many ways-not only through competitive salaries and benefits packages, but the opportunity to create a meaningful impact in jobs and on projects that matter. Perspecta's talented and robust workforce-14,000 strong-stands ready to welcome you to the team. Let's make an impact together.Perspecta has an immediate need for a Service Desk Lead in Bellevue, NE.The Service Center SME reports to the ITCC II Customer Service Manager. The primary role of the Service Center SME is to manage Service Center operations ensuring services are delivered in accordance with ITCC II Contract specifications The Service Center SME is responsible for managing delivery of IT services for all USSTRATCOM LAN clients on all classification platforms (w/exception of SINET). This position is responsible for controlling the process that ensures accurate and timely technology support and problem resolution to internal and external customers. Service Center SME is responsible for producing queue status and metrics reports in order to track and provide status reports on SLAs. This ensures that targets are met and notifying proper levels of management when SLAs are at risk of not being met.The Service Center SME is responsible for resolving complex and routine service requests relating to PC, server, and network hardware and software problems and malfunctions; interacting and consulting with clients to manage client satisfaction; and providing guidance, assistance, and follow-up on client inquiries. Supervises and coordinates the activities of workers who provide problem solving support. The Service Center SME assists the Customer Service Manager with various personnel actions including, but not limited to, hiring, performance appraisals, promotions, transfers, and vacation schedules.Candidate must be able to perform the following tasks:Work closely with other functional area SMEs, Customer Service Manager, Tower Managers, and decision makers in other departments to identify, recommend, develop, and support solutions for IT integrations relating to Customer Service.Articulate technical concepts clearly to subordinates, peers, Contract Management, Government Customers and Quality Assurance (QA) Personnel.Maintain a technical background in Microsoft Windows Operating Systems to support calls for service troubleshooting issues related to, MS Active Directory, Defense Enterprise E-mail, and COTS/GOTS desktop applications.Oversee lifecycle management of Knowledge Management information referenced by all analysts supporting calls for service.Coordinate all team member training forecasts supporting individual development plansAnalyze performance of Service Center activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problemsPrepare monthly Contract Deliverable Reporting document outlining Service Center performance, trend analysis and supporting statisticsRequired to participate in problem investigation effortsEducation and Experience Required: Bachelor's Degree in field of specialty or equivalentexperience in a related area. 5-8 years' experience in related field, relevantexperience can be considered in lieu of education. Knowledge and Skills Required: Information Technology Infrastructure Library (ITIL-- v3 Foundation)Must obtain 8570 compliance by obtaining one of the following certifications: CompTIA A , Network , or Security Knowledge of ITIL-- Service Operations and Continual Service ImprovementITIL-- Continual Service ImprovementExperience working with Remedy Information Technology Service Management (ITSM) v6, Action Request System (ARS)Experience using common office computer programs such as Microsoft Office and e-mail applicationsExceptional Customer Service SkillsPrefer prior experience as a Service Center/Help Desk Lead serving more than 1,000 networked clients Operational understanding Remedy ITSM and the Change Process, and have a clear understanding of Operational Categorizations

Keywords: Perspecta, Bellevue , Service Desk Lead, Other , Bellevue, Nebraska

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