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Company

Sentrillion
Address Sierra Vista, AZ, United States
Employment type CONTRACTOR
Salary
Category Government Administration
Expires 2023-09-02
Posted at 9 months ago
Job Description
Responsibilities
  • Schedules and coordinates help desk operations; creates, publishes and manages help desk schedules.
  • Provide technical assistance and support to customers, Help Desk Technicians (HDT), Area Maintenance Technicians (AMT), and installation operations personnel for all Sentrillion contracts.
  • Reports all progress and problems to the Operations Maintenance Manager; provides up-to-date information to Field Operations leadership as directed.
  • Perform other duties as assigned.
  • Monitor and report status of open Nationwide Operations Resource Management system (NORMS) tickets.
  • Manages equipment assigned to the help desk.
  • Responsible for the day-to-day management of the help desk; reports directly to the Maintenance Operations Manager.
  • Selects, hires, trains, supervises, and develops help desk personnel.
  • Manages the results of periodic customer satisfaction surveys.
  • Manages and controls help desk operations in accordance with company Quality Management established business processes, policies and procedures; ensures help desk operations are conducted in accordance with published project plans and service level agreements.
  • Manages resources supporting a 24/7/365 help desk support center.
  • Directly supervises all Help Desk Technicians (HDT); prepares and conducts subordinate performance reviews.
  • Manages Nationwide Operations Resource Management System (NORMS) help desk operations data for all regions daily; assists the Maintenance Operations Manager in data collection, analysis and reporting of maintenance data supporting internal and external directives.
  • Provides subordinate technical training requirements to the Maintenance Operations Manager; uses the company training portal to track mandatory subordinate training requirements.
  • Manages the Help Desk Technicians (HDT) in the opening, assigning, updating and closing of maintenance records in the Nationwide Operations Resource Management system (NORMS): ensure the proper documentation of all actions taken to solve issues.
  • Ensures subordinates complete reports, logs, and timesheets in accordance with established suspense dates; Reviews and approves subordinates' timesheets and personal requests.
  • Interfaces with customers daily to coordinate work, resolve issues, and ensure satisfaction.
Qualifications
  • Must be able to obtain and maintain at least a DoD Secret clearance and CBP Full Access clearance.
  • BS or BA degree preferred, 4 years experience may be substituted for degree.
  • Must have a minimum of 2 years first line supervisory experience.
  • Valid driver's license; ability to meet the Company's Safe Driving Requirements policy.
Abilities Required
  • Prior experience in a leadership role; able to guide and motivate subordinates directly and indirectly.
  • Strong detail-oriented skills; able to multi-task and change priorities quickly.
  • Prior experience with MS Office Pro Suite, project scheduling, and database applications.
  • Strong verbal and written communication skills. Ability to convey complex technical information in an easily understood manner.
  • Strong interpersonal skills, able to interact at all levels of the organization and with customers.
  • Ability to work designated schedule, as well as maintain attendance and punctuality.
Special Physical Requirements
  • Able to lift a minimum of 60 lbs.
  • Able to work in outdoor environment exposed to varying high or low temperatures.
  • Must have sufficient physical agility to walk, climb, stand, crawl, and stretch on an occasional basis.
Sentrillion is an EEO Employer / Protected Vet / Disabled
Job Posted by ApplicantPro