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Job Details

Help Desk Supervisor

Company name
Chugach Management Services, Inc.

Location
Patrick Afb, FL

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Help Desk Supervisor

in

PATRICK AFB

Florida

Summary/General Description Of Job:

Responsible for the supervision of the 45th Space Wing Help Desk to ensure efficient work flow and provide the highest level of customer service. The Help Desk supports Patrick AFB, Cape Canaveral Air Force Station and Ascension Island Auxiliary Air Field. The work requires the ability to learn and apply established methods, procedures and techniques. Make sound judgement and communicate through the chain of command.

Essential Duties & Job Functions:

Supervises the activities of the Client Services area required to ensure timely and accurate service. Supervises established operational objectives and work plans.

Implements processes, tools, and training for staff to ensure highest level of customer service.

Review and provide input to SLSs, MOAs, and MOUs that require Help Desk Support.

Review and provide guidance to staff in resolution of difficult questions to ensure accurate technical support information. Identifies and resolves basic customer dissatisfaction and analyzes causes to define corrective action strategy.

Monitors customer contacts with staff to ensure standards of quality are met.

Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions.

Monitors call center operation to ensure maximum efficiencies and make adjustments where necessary

Be on call for after hour support as needed.

Create documentation and training material for processes.

Works independently, adapts to specific situations, resolves problems and deviations according to established practices or using independent judgement.

Keep Management and 45th SCS Leadership informed of High Priority tickets

Hold Work Center Review Board meetings with the production control work centers.

Performs other duties as assigned.

Accountable For:

Timely and cost effective performance of duties.

Influencing, motivating and guiding a team’s Continuous Improvement mindset

Scheduling work assignments and supervising personnel.

Planning and managing projects and processes.

Producing accurate and effective records and reports for use in data reporting.

Effectively coordinate a number of projects simultaneously.

Demonstrated ability to work well under pressure.

Effective written and oral communication skills.

Demonstrating initiative and problem-solving skills.

Able to deal with a variety of people in a professional, courteous manner in diversified situations

Able to perform assigned work tasks with minimal supervision.

This position is located at Patrick Air Force Base, Florida.

Mandatory

Associates Degree. Equivalent combination of education and experience may be considered.

Minimum 4 years of Help Desk Experience.

Competence in Microsoft Office Skills

Must be able to obtain and maintain a DoD Secret Clearance.

Must be able to communicate effectively in English.

Ability to pass employment background check and drug testing requirement.

Ability to pass and maintain a CompTIA Security CE certification within 6 months of hire.

U.S. citizen

Preferred

Bachelor’s Degree.

Prior Supervisory Experience.

CompTIA Security CE Certification

Active DoD Clearance

Title:

Help Desk Supervisor

Location:

Florida-PATRICK AFB

Requisition ID:

FL910058

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Company info

Chugach Management Services, Inc.

Company Profile

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