Overview

　　Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.

　　Proactively manages the service desk operations and supervises Service Desk Administrator Level I and ADPE Technicians I in the performance of their duties. Responsible for ensuring sufficient staffing across all support lanes, monitoring call performance and incident response metrics, and providing high-level of communication and technical support. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory. Program: OMDAC-SWACA

　　This position offers company-paid housing and transportation, a completion bonus and tuition reimbursement program!

　　You must satisfy all host country requirements to legally work in the host country in order to be qualified for this position.

　　Responsibilities

　　Proactively oversees and manages the service desk operations and staff.

　　Ensures that sufficient staffing and skill levels are maintained throughout operational and prime hours in order to meet service level targets by managing shift staffing schedules, allocations and assignments.

　　Act as an escalation point where difficult or controversial calls are received.

　　Produces daily, weekly and monthly service desk performance metrics, statistics and management reports; and provides direct feedback to the staff on report findings.

　　Monitors service desk and incident performance metrics, identifies improvement opportunities, and implements corrective action when needed.

　　Assumes roles and responsibilities of Service Desk Administrators, first-line support via multiple channels (calls, walk-ins, email, self-service), Remedy queue and/or accounts administrator when workloads are high and additional experience is needed, staffing is insufficient or as required by operations.

　　Establishes efficient, working relationships with the Information Management officers (IMOs), customer chain of command, and senior management. Report any issues that could significantly impact services.

　　Represents the service desk at meetings. Arranges staff training and awareness; and performs briefings as needed to the service desk staff on changes or deployments that may affect customer service volumes.

　　Ensures all documented policies, processes, and work-flows are being followed by the service desk staff; and identifies, updates and implements changes to continually improve and streamline processes.

　　Provides senior level technical support to the service desk staff, IMOs and customers; in addition to having the technical ability to accurately determine call routing for Remedy incidents that cannot be immediately resolved at the service desk.

　　Takes overall responsibility for incident and service request handling.

　　The work environment will be 95% indoor and 5% outdoor.

　　Perform additional duties as assigned.

　　Qualifications

　　Qualifications:

　　Education / Certifications:

　　High School diploma or GED required.

　　This position requires candidates to adhere to DoD 8570.01. All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. Baseline certifications cannot also be used as a Computing Environment (CE) certification. The authorized certifications for this job title are listed as follows:

　　IAT Level: IAT I

　　BASELINE:

　　Cisco: CCNA Security

　　Cisco: CCNP Security

　　CompTIA: A+ ce

　　CompTIA: CASP+ ce: Advanced Security Practitioner

　　CompTIA: CySA+ ce: Cybersecurity Analyst

　　CompTIA: Network+ ce

　　CompTIA: Security+ ce

　　GIAC: GCED: Certified Enterprise Defender

　　GIAC: GCIH: Certified Incident Handler: Certified Incident Handler

　　GIAC: GICSP: Industrial Cyber Security Professional

　　GIAC: GSEC: Security Essentials

　　ISACA: CISA: Certified Information Systems Auditor

　　ISC2: CISSP (or Associate): Certified Information Systems Security Professional

　　ISC2: SSCP: Systems Security Certified Practitioner

　　COMPUTING ENVIRONMENT (CE):

　　CompTIA: Server

　　Microsoft: 365 Certified: Enterprise Administrator Expert Microsoft: 365 Certified: Messaging Administrator Associate

　　Microsoft: 365 Certified: Modern Desktop Administrator Associate

　　Microsoft: 365 Certified: Security Administrator Associate

　　Microsoft: Certified: Azure Administrator Associate

　　Microsoft: Certified: Azure Database Administrator Associate

　　Microsoft: Certified: Azure Security Engineer Associate

　　Microsoft: Certified: Azure Solutions Architect Expert

　　Microsoft: Certified: Identity and Access Administrator Associate

　　Microsoft: Certified: Information Protection Administrator Associate

　　Microsoft: Certified: Security Operations Analyst Associate

　　Microsoft: MCSA: SQL 2016 Database Admin

　　Microsoft: MCSA: SQL 2016 Database BI Development

　　Microsoft: MCSA: SQL 2016 Database Dev

　　Microsoft: MCSA: Windows 10

　　Microsoft: MCSA: Windows Server 2012

　　Microsoft: MCSA: Windows Server 2016

　　Microsoft: MCSE: Cloud Platform and Infrastructure

　　Microsoft: MCSE: Core Infrastructure

　　Microsoft: MCSE: Database Management and Analytics

　　Microsoft: MCSE: Enterprise Devices and Apps

　　Microsoft: MCSE: Private Cloud 2012

　　Microsoft: MCSE: Productivity Solutions Expert

　　Microsoft: MCSE: Server Infrastructure 2012

　　Microsoft: MCT: Certified IT Professional

　　Microsoft: MCT: Certified Systems Administrator

　　Microsoft: MD-100: Windows Client

　　Microsoft: MTA: Microsoft Technology Associate

　　Microsoft: MTA: Windows Server Administration Fundamentals

　　Experience: One year of related experience may be substituted for one year of education.

　　Should have a minimum of four years of experience in a Customer Service environment and one to two years in a service desk environment.

　　Proven experience with leading a workforce in a high-tempo environment.

　　Excellent customer service skills are mandatory.

　　We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.