Job-Specific Essential Responsibilities:
- Supervise and mentor OSC staff, including scheduling, assigning tasks, and troubleshooting.
- Serve as the primary point of contact for escalated technical issues.
- Serve as the primary point of contact for the federal client for all OSC issues.
- Ensure all requests are logged, prioritized, and resolved within the SLA.
- Assist with complex technical troubleshooting and resolution.
- Ensure high-quality support and timely responses to user requests.
- Develop strategies for improving your OSC performance and customer satisfaction.
- Communicate effectively with end users regarding their technical issues and resolution steps.
- Track and report on team performance metrics (e.g., response time, resolution time, ticket volume).
- Maintain and manage the OSC tools, software, and ticketing systems.
Job-Specific Minimum Requirements:
- Active Secret clearance is required.
- Due to agency and contract requirements, candidates must be U.S. citizens with no dual citizenship.
- This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.
- This individual must be able to accommodate a rotational on-call schedule as needed.
- 10 or more years of experience in an Operations Support Center, Helpdesk/ServiceDesk, Call Center OR equivalent experience in customer service. o 5 or more years must include managing a team in this environment. Including: schedules, staffing, performance management, interviewing, and training.
- Must have experience managing teams and/or clients in multiple locations.
- Must have customer/client facing skills.
- Minimum of 5 years of experience utilizing Incident Management Ticketing Systems.
o Remedy v20.02
o ServiceNow
Preferred Skills and Qualifications:
- Prior DHS suitability
- Experience in migration of ticketing software/applications.
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