Sustainment Service Desk Lead

Job Description:
The Sustainment Service Desk Manager will act as a subject matter expert in the areas of call center management for a Tier 1 / 2 staff. The candidate will carry out supervisory responsibilities in accordance with the organization's processes and applicable policies. He or she will also manage multiple subordinate supervisors with multiple direct reports. The Manager has overall responsibility for managing the performance of services to clients and ensuring that service levels are achieved in line with the task order and to ensure customer expectations are met or exceeded. The Manager will manage daily support services, assignments, and workloads for a 24x7x365 service desk and take overall responsibility for incident management and request fulfillment on the Service Desk.
The following functions will also be performed:
Review and develop plans and SOPs
Conduct regular audits and reviews of overall team performance
Provide direction to Deputy Sustainment Service Desk Manager and other Team Leads
Develop and manage contingency / disaster plans
Manage intra / inter-team communication
Address supply / demand gaps and delivery performance issues
Communicate operational issues and assist with continuous improvement ideas / implementations
Builds and maintains relationships with IT leaders to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
Required Skills:
A. S. degree and 4 years or equivalent related technical and managerial experience in a Service Desk/Help Desk environment supporting Information Technology environments or commercial
Experience as a Call Center or Help Desk Supervisor / Manager.
Working knowledge Call Center operations, procedures and management.
Strong managerial skills, project management skills and a deep commitment to business enablement and customer experience in order to drive process design and improvement.
This tasking shall require personnel to possess and maintain a Secret Clearance (Interim is acceptable to start).
Desired Skills:
Security+ Certification
ITIL Foundation v3 Certification
PMP Certification
HDI Training/Certifications
ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.
ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 1400+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

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