Overview

　　This position is physically located in the Marshall Islands in support of LOGCAP

　　The Service Desk Lead will oversee the daily operations of a walk-in and call-in IT work order reception desk under the Service Support Manager's supervision. This position involves supervising, coordinating, and managing the IT service/work order reception center and reporting to the Service Support Manager. Additionally, the Service Desk Lead may oversee Service Desk Clerks and Technicians. They will ensure that personnel accurately capture data on IT service work order requests and preventative maintenance inspection forms, which will be uploaded into the Computer Maintenance Management System.

　　The Service Desk Technician Lead will assist customers experiencing procedural or operating difficulties with IT applications, products, or services on the network. The Service Desk Lead will be responsible for providing an effective solution to the user, and any complex or high-priority problems will be elevated to specialized support groups for resolution as necessary. The Service Desk Lead will act as the point of contact for all local enterprise systems issues, create and/or manage trouble tickets, monitor status, and report outages to higher HQs as required. The Service Desk Lead works in a team environment on routine maintenance tasks and provides customers with training and solutions to more complex issues. They will perform question/problem diagnosis and guide users through step-by-step solutions in a service center environment, clearly communicating technical solutions in a user-friendly and professional manner. Complex technical issues will be escalated using the Remedy ticket submission system.

　　The Service Desk Lead will be responsible for recognizing, researching, isolating, and resolving Tier-1 and Tier-2 information systems problems and coordinating referrals to appropriate technical, professional, or service personnel for proper service, repairs, training, and follow-up. They will maintain, operate, and upgrade all Automation Data Processing Equipment (ADPE), which consists of servers, PC systems (CPU, monitor, keyboard, mouse), laptops, printers, DSN/VOIP phones, and other small peripheral items (KVM switches, CAC readers, etc.).

　　All aspects of system support, including but not limited to Microsoft Windows Server Active Directory and domain, WINS, DNS, print queues, maintenance of database systems and software, installation of patches and updates as mandated, will be maintained and administered by the Service Desk Lead. They will also support, analyze, design, test, and implement enterprise applications, systems, and networks.

　　Responsibilities

　　This position description is subject to change at any time as needed to meet the requirements of the program or company.

　　Provide appropriate training to IT Service Desk Clerks and Service Desk Technicians.

　　Provides guidance and assistance to personnel in accomplishing their assigned duties and responsibilities.

　　Ensures excellent customer service in addressing questions, complaints, and requests in a tactful manner via telephone, email, and face-to-face interaction.

　　Enforces compliance with PWS and all applicable SOPs, PIOPS and IOPS.

　　Ensures the reliability, completeness, and accuracy of the CMMS database.

　　Oversees the preparation of CDRLs and other required/special reports.

　　Monitors and provides work order status information to the Service Support Manager and/or Operations Manager for reporting to higher management

　　Set priorities, plan and organize tasks.

　　May be asked to work at different locations per the mission requirements.

　　Plan and provide day-to-day guidance to accomplish the mission.

　　Understand and improve the strengths and weaknesses of your team.

　　Deal effectively with demanding customers.

　　Anticipate and manage change and make it work for the team.

　　Pay attention to detail, set, enforce, and maintain high standards.

　　Obtain further information for incomplete documents.

　　Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.

　　May perform duties as the Service Support Manager during his/her absence.

　　Install, operate, maintain, and upgrade all supported Automation Data Processing Equipment (ADPE), currently consisting of servers, desktop systems, laptops, printers, tablets, DSN/VOIP phones, and small peripheral items including KVM switches, CAC readers, etc.

　　Solid understanding of various Windows operating system versions. Experience with Linux is a plus.

　　Installing new Windows operating systems on client computers as needed, including installing device drivers and other software required for the computers to function correctly.

　　Proficient in using Microsoft Systems Management Server (SMS), Microsoft Operations Manager (MOM), Microsoft System Center Operations Manager (SCOM), Microsoft System Center Configuration Manager (SCCM), and Microsoft Windows Server Update Services (WSUS).

　　Disassemble, inspect, repair, test, and repair PC systems and printers to motherboard or control board level.

　　Provide support during systems and networks' analysis, design, testing, and implementation.

　　Applies foundational knowledge of IA concepts, practices, and procedures within the computing environment.

　　Respond to tickets in accordance with SLA guidelines

　　Document the help desk request problem-solving process including all actions taken until resolution.

　　Uses a work order system to initiate, update, and track all user-generated work orders.

　　Perform required tasks to assist the team with completing work orders.

　　Provide onsite and remote support to end users, with occasional travel to support offsite locations.

　　Excellent critical thinking and problem-solving skills.

　　Patient and professional demeanor, with a can-do attitude.

　　May perform duties as the Service Support Manager during his/her absence.

　　Performs other duties as assigned

　　Qualifications

　　Education/Certifications:

　　One year related experience may be substituted for one year of education, if degree is required.

　　High School Diploma or equivalency. Some college courses in business or related field preferred.

　　Must be CAC eligible and/or able to obtain a Common Access Card (CAC)

　　Must be a U.S. Citizen

　　A valid driver’s license and the ability to obtain a U. S. Government Motor Vehicle Operator’s License and host nation Driver’s License, is required.

　　ITILv4 certification preferred

　　Active secret clearance

　　Meets requirements outlined in AR 25-2 for privileged access (IAT-I) to ISs

　　*Applicant must be Baseline & Computing Environment certified before hire in accordance with DoD 8570.1-M.

　　Certifications:

　　CompTIA Security+ and MCSA, MCSE, MCITP, MCP, or Server+ are required IAW DoD 8570.1-M.

　　Experience:

　　At least five (5) years of experience in direct customer service communications.

　　Approximately two (2) years of work in an IT Service Desk or Customer Service environment.

　　Approximately three (3) years of experience in a leadership role.

　　Skills:

　　Experience of working in a Service Desk or Customer Service environment

　　Must have a good command of the English language in order to provide effective phone, desk-side and email support

　　Previous supervisory, team leading or management experience

　　Ability to work effectively and exercise sound business judgment in a team environment, as well as independently.

　　Demonstrate ability to deal with all employees and external customers while conveying a positive service oriented attitude.

　　Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, production methods, and coordination of people and resources.

　　Knowledge of principles and processes for providing customer and personal services.

　　Strong interpersonal and negotiation skills.

　　Collaborative work style fostering cooperation and teamwork.

　　Handle confidential company and employee information with complete discretion.

　　Prioritize responsibilities to handle a demanding workload

　　Ability to work under pressure

　　Ability to communicate in English – Able to use the language fluently and accurately on all levels normally pertinent to professional needs. Can understand and participate in any conversation within the range of his experience with a high degree of fluency and precision of vocabulary. Would rarely be taken for a native speaker but can respond appropriately even in unfamiliar situations. Errors of pronunciation and grammar are quite rare. Can handle formal interpreting from and into the language.

　　English reading Ability - Able to read all styles and forms of the language pertinent to professional needs. With occasional use of a dictionary, can read all material in his special field including official and professional documents and correspondence. Can read reasonably legible handwriting without difficulty.

　　English writing ability - Can draft official correspondence and reports in a special field. Control of structure, spelling and vocabulary is adequate to convey the message accurately, but style may be quite foreign. All formal writing needs to be edited by an educated native speaker.

　　Intermediate proficiency in Word, Excel, and Outlook applications.

　　High-level organizational and planning skills to efficiently and accurately manage workflow.

　　Ability to read, analyze, and interpret reports and documents

　　The Service Desk Lead must be able to apply foundational knowledge of a variety of the IA field’s concepts, practices, and procedures to ensure the secure integration and operation of all enclave systems (Primarily Commercial, potentially NIPR, SIPR as well).

　　Must be able to rely on fundamentals and sound judgment to plan and accomplish goals for the enclave environment.

　　Supervisory Responsibilities:

　　The Service Desk, Lead will have direct oversight of Service Desk Clerks, Seniors and Service Desk Technicians.

　　Working Conditions:

　　Must be capable of working in an extreme weather conditions with temperatures exceeding 120 degrees Fahrenheit.

　　Indoor and/or outdoor environment with very adverse and harsh conditions (i.e., hot, dry, duty, desert environment with average temperatures of 130 degrees in the summer months).

　　Includes some industrial production environment conditions as well.

　　Physical Requirements:

　　Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

　　Work may require heavy lifting, stooping, climbing, prolonged standing, prolonged sitting, and working with or in areas where a potential could exist for exposure to physical, chemical, or biological agents.

　　Employee use of personal protective equipment (PPE) is required for some situations. PPE includes, but is not limited to, head, foot, torso, respiratory, vision, and hearing protective devices.

　　Must comply with all Fire and Safety Regulations and post policies.

　　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.