Lead Service Desk Specialist - Tier 1 - ManTech
Glen Burnie, MD
About the Job
Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement. Currently, ManTech is seeking a motivated, career and customer-oriented Lead Service Desk Support Specialist - Tier 1 to join our team supporting a large U. S. Government program in Glen Burnie, MD. You will provide tasks and services to operate a 24 x 7 Service Desk Operation. You will be the lead expert for a Tier 1 support team who will serve as the single point of contact to answer phone calls and respond to emails and chats to troubleshoot customer issues, to support the 3,800 users and extremely large amounts of email requests. Tier 1 support shall handle approximately 4,000 tickets a month, and include opening open incidents, work orders or service request records using a ticketing system for all calls, emails, and chat messages. Responsibilities include but are not limited to:
*Overseeing the performance of the Tier 1 service desk operations
*Providing phone, email, chat, and Service-Desk support for end users that are in-office and off-site
*Directing and monitoring problem ticket trends daily. Analyzing incidents and determining the level of support required. Applying diagnostic techniques to identify problems, investigate causes, and recommend solutions
*Report performance metrics, as directed
*Conduct training, implement corrective actions, and provide guidance to Tier 1 team
*Maintaining a database utilizing the ticketing system of all telephone calls and messages received requesting customer assistance
*Meet or exceed customer Service Level Agreements (SLA)
*Maintaining and monitoring all incident records within the ticketing system and providing assistance in their resolution when reviewing incident records
*Providing feedback on issues for the team’s knowledge database
*Documenting customer requests in call tracking system and recording the action(s) taken and follow up on deferred actions
*Reciting a customer supplied greeting when picking up the phone
*Updating customers via call or email or chat every 24 hours of progress and status of calls/tickets
*Interacting with customers and co-workers to diagnose and resolve problems
*Troubleshooting, analyzing, resolving, tracking, escalating and accurately documenting various technical problems
*Resolving incidents on first contact, when an active line of communication is first established with the customer using the supported remote desktop control application
*Resolving all customer calls/issues within 20 minutes timeframe or escalating the call or ticket to the appropriate queue/group for resolution (Tier 2, Account Administration, Mobile Support, Asset Management, Training Team, A/V Support, Application Services, etc.) while adhering to ISO 20000 and 27001 processes and policies
*Responding to and diagnosing problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps
*Providing assistance and participating on new project(s) testing and deployment/delivery
*Following prescribed guidelines and official SOPs
*Documenting, updating, and closing tickets Basic Qualifications:
*A bachelor’s degree. In lieu of a degree, an additional (6) years of experience
*A minimum of (7) seven years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and troubleshooting of computer systems
*Demonstrated experience leading a team who provide 24x7 Tier 1 support.
*Experience providing telephone support to end-user community on complex hardware, software and network related problems, questions, and use
*Experience providing training and guidance to more junior help desk personnel
*Proven experience providing first level problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of problem
*Experience opening, tracking, and closing tickets
*Demonstrated experience tracking the activities of field engineers to who tickets were assigned
*Trained and certified in automated help desk management systems Preferred Qualifications:
*Proficient with ServiceNow Clearance Requirements:
*Must be a U.S. citizen
*Must be able to obtain a Public Trust Physical Requirements:
*Must be able to be in a stationary position more than 50% of the time
*Must be able to communicate, converse, and exchange information with peers and senior personnel
*Constantly operates a computer and other office productivity machinery, such as a computer
*The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations
*The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
*Overseeing the performance of the Tier 1 service desk operations
*Providing phone, email, chat, and Service-Desk support for end users that are in-office and off-site
*Directing and monitoring problem ticket trends daily. Analyzing incidents and determining the level of support required. Applying diagnostic techniques to identify problems, investigate causes, and recommend solutions
*Report performance metrics, as directed
*Conduct training, implement corrective actions, and provide guidance to Tier 1 team
*Maintaining a database utilizing the ticketing system of all telephone calls and messages received requesting customer assistance
*Meet or exceed customer Service Level Agreements (SLA)
*Maintaining and monitoring all incident records within the ticketing system and providing assistance in their resolution when reviewing incident records
*Providing feedback on issues for the team’s knowledge database
*Documenting customer requests in call tracking system and recording the action(s) taken and follow up on deferred actions
*Reciting a customer supplied greeting when picking up the phone
*Updating customers via call or email or chat every 24 hours of progress and status of calls/tickets
*Interacting with customers and co-workers to diagnose and resolve problems
*Troubleshooting, analyzing, resolving, tracking, escalating and accurately documenting various technical problems
*Resolving incidents on first contact, when an active line of communication is first established with the customer using the supported remote desktop control application
*Resolving all customer calls/issues within 20 minutes timeframe or escalating the call or ticket to the appropriate queue/group for resolution (Tier 2, Account Administration, Mobile Support, Asset Management, Training Team, A/V Support, Application Services, etc.) while adhering to ISO 20000 and 27001 processes and policies
*Responding to and diagnosing problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps
*Providing assistance and participating on new project(s) testing and deployment/delivery
*Following prescribed guidelines and official SOPs
*Documenting, updating, and closing tickets Basic Qualifications:
*A bachelor’s degree. In lieu of a degree, an additional (6) years of experience
*A minimum of (7) seven years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and troubleshooting of computer systems
*Demonstrated experience leading a team who provide 24x7 Tier 1 support.
*Experience providing telephone support to end-user community on complex hardware, software and network related problems, questions, and use
*Experience providing training and guidance to more junior help desk personnel
*Proven experience providing first level problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of problem
*Experience opening, tracking, and closing tickets
*Demonstrated experience tracking the activities of field engineers to who tickets were assigned
*Trained and certified in automated help desk management systems Preferred Qualifications:
*Proficient with ServiceNow Clearance Requirements:
*Must be a U.S. citizen
*Must be able to obtain a Public Trust Physical Requirements:
*Must be able to be in a stationary position more than 50% of the time
*Must be able to communicate, converse, and exchange information with peers and senior personnel
*Constantly operates a computer and other office productivity machinery, such as a computer
*The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations
*The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
Source : ManTech
