Technical Service Desk (TSD) Manager - Battle Creek (3720)

　　Location Battle Creek, MI

　　Job Code 3720

　　# of Openings 1

　　Apply Now (https://phg.tbe.taleo.net/phg01/ats/careers/v2/applyRequisition?org=GATEWAYVENT&cws=55&rid=3720)

　　Ocean Bay, a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a Technical Service Desk (TSD) Manager

　　POSITION RESPONSIBILITIES:

　　• Coordinating work efforts assigned to the Data Entry, Data Analyst and,

　　Telecommunications Mechanics. Conducting operational oversight and management of

　　the TSD which includes Remote Programming and the Data Department.

　　• Performing as Manager for the daily operations of the unit and conducts continuous

　　quality review and performance observations to insure day to day operational

　　effectiveness. Manages and reviews for quality assurance all assigned projects requested

　　by Federal Management staff and Contract managers regarding operational needs.

　　• Receiving and responding to email requests from internal staff and external customers

　　regarding project requests, TSD and Data Service Desk issues, personnel issues, and

　　operational issues involving direction and or equipment needs.

　　• Attending all meetings and conference calls as a participant or leader regarding

　　operational functionality, direction, supervision or strategic planning.

　　o Managers’ Meetings

　　o TSD / Data weekly meeting

　　o TSD National meeting

　　o FPS Regional Conference calls

　　o Alarm Monitor / Dispatcher Supervisory meetings

　　o Corporate conference calls

　　o New hire selection process

　　o Individual employee meetings

　　• Overseeing and performing Quality Assurance on the work conducted by MegaCenter

　　resources

　　• Reviewing criteria and standards for compliance and suggest solutions to areas of noncompliance.

　　• Providing a monthly report on all TSD service work accomplished during the previous

　　• Perform the duties of the Contract Program Manager in their absence.

　　POSITION REQUIREMENTS:

　　• High School diploma or GED

　　• 5 years’ experience as a remote programmer

　　• Excellent phone skills

　　• Knowledge of computers and software application

　　• Be able to handle filing and other administrative duties

　　• Demonstrated leadership skills and supervisory experience

　　• Interpersonal Relationships – Develops and maintains cooperative and professional

　　relationships with employees at all levels, representatives from various departments, and

　　outside agencies. Effectively responds to and resolves complex inquiries and disputes.

　　• Coordination of Work – Ability to establish and implement effective administrative

　　programs and procedures. Ability to plan and organize daily work routine and establish

　　priorities for the completion of work in accordance with sound time-management

　　methodology. Performs a broad range of supervisory responsibilities over others.

　　• Certified Alarm Technician II, or similar to that provided by Electronic Security

　　Association (ESA).

　　VEVRAA Federal Contractor

　　Three Saints Bay, LLC and its subsidiaries offer a diverse, team-oriented working environment and the opportunity to work with exceptional dedicated industry professionals. We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international.

　　We are an EEO/AA employer. We invite resumes from all interested parties without regard to race, color, religion, creed, gender, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.