Responsible for supporting and leading multiple Service Line Leads providing direction for sites within scope of Contractor level Management. Responsible for designated lines of services to include SLA & KPI metrics. Acts as the liaison between service lines and counterpart within the client leadership. Provides and manages escalation support as it relates to designated service line. Ensures service lines execute on all deliverables.
Job Responsibilities
Manages technical support staff, ensuring all incidents are properly documented, tracked and resolution occurs within client Service Level Agreements. Responsible for ensuring Operational process and procedures are being followed for designated service lines, taking any needed corrective actions as required. Responsible for taking feedback and any escalations communicated by counterpart within the program leadership; documents feedback & Escalations and take or recommend actions to address. Monitor service line queues on a daily basis and provide feedback to service line leads to improve operational services. Leads efforts in setting goals and objectives for the Service Desk Operations organization. Facilitates the day to day management of customer problems/requests/issues. Monitors incidents and ensures that Service Level Agreements are met. Identifies and recommends areas which need to be addressed by new or streamlined procedures. Performs follow up on incidents and escalations with customers as needed to ensure customer satisfaction. Develops and maintains knowledge of customer and customer specific business environment. Ensures staff acquires customer specific skills and knowledge. Manages and/or works on project work as appropriate. Provides support for new business transition activities as required. Provides leadership and direction to staff as required. This includes training, evaluations, staffing, time reporting and other HR issues, as appropriate. Maintains an informed status of operations by attending meetings, conferences and focus groups as appropriate. Clearly defines and communicates roles and expectations to manage personnel. Responsible for monitoring personnel performance and behavior, coaching, mentoring and taking disciplinary action as appropriate. Recognize and value the contribution of Manage staff recommending promotions, compensation, and termination. Assists in developing and communicating the necessary policies, procedures, standards and processes that promote productivity and effective resource utilization. Overall responsibility for leading the program, department, or functional area as designated. Oversees. directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.
Minimum Qualifications
Bachelors degree in Computer Science, or equivalent relevant work experience 6+ years Personal Computer experience including customer support or Service Desk 5+ years of customer service or public relations experience Experience with an incident tracking system (desirable) 2-5 years of management experience
Other Job Specific Skills
Leadership/Management experience within IT operations and/or IT Service Management. Excellent understanding of ITIL processes. Excellent coordination skills across multiple departments of the program/client system. Excellent ability to motivate personnel in support of government customer needs. Excellent counseling / interviewing skills on order to maintain the correct staffing in support of the project with minimal turnover. Ability to constantly adapt to a growing and diverse Tier 1 help desk environment. Full understanding of Service Desk operations and Customer operations. Ability to work with all levels of technicians, Contract Management, and Customer Management. Ability to work as a contractor and understanding the contractual requirements for communication with FTE customer, contractor, and end user customer. Excellent customer service skills. Excellent communication and interpersonal skills. Good problem solving and analytical skills. Ability and desire to build additional technical skills. Ability to interact effectively with others. Ability to follow instructions to produce desired results. Aptitude to multi-task workloads. Ability to remain calm and courteous in periods of stress. Ability to work with broad range of experience levels. Good administrative and organizational skills. Willingness to work overtime and varying hours as required.
Are you interested in working in a dynamic environment that offers opportunities for professional growth and new responsibilities? Are you interested in helping clients drive alignment with their business, improve organizational and human resource performance and establish a culture focused on adding business value?
Our organization is unique in that we are a nonprofit community resource that saves lives by working with volunteer donors to provide the highest quality blood & tissue components to patients. By using cutting-edge technology, our team of dedicated professionals has helped save hundreds of thousands of lives for more than 35 years. Over 200,000 components of life-saving blood and tissue from volunteers throughout South Texas are collected and tested each year. We are internationally recognized for the quality of our services and research. Donors are essential because patients are in constant need of blood, blood components, and/or tissue. It\'s about life! Share our excitement and join our team!