Help Desk Manager- "W-TRS"

Job Description:

Help Desk Manager- "W-TRS"

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.

The Help Desk Supervisor is a remote position responsible for managing the daily operations of the assigned programs and staff. The Help Desk Supervisor is responsible for planning, organizing and managing all operational activities for a 24/7/365 program. The development of departmental goals that ensure the success of established organizational goals. Ensures overall productivity meets or exceeds service and quality standards. Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations. Directs and/or manages all activities associated with Help Desk operations, including developing and implementing policies and procedures on programs and systems. Drive improvements in overall service levels, transactional efficiencies & cost management.

Responsibilities:

Manage the day-to-day operations of assigned Help Desk program and staff open 24 hours per day, 7 days per week, 365 days per year (including February 29 in leap years); constantly without interruption
Drive optimal efficiency in programs through consistent analysis and improvements in productivity and utilization plans
Continuously quality check operational processes, identify opportunities for improvement, develop and implement identified improvements
Drives the Help Desk relationships with technical areas and lines of business and has in-depth knowledge of how these areas support the Help Desk activities
Direct the planning, testing, and implementation of enhancements to Help Desk software
Function as the primary Help Desk point of contact for all major data, client, and telephony escalations
Directs the analysis of Help Desk activity data to ensure systems are optimally designed for the most efficient use
Directs Level II/III customer problem resolution
Responsible for developing staff to their fullest potential and providing challenging opportunities that enhance employee career growth
Develops the appropriate talent pool to ensure adequate bench strength and succession planning
Provides support for new business pursuits including Help Desk pricing and proposal writing
Completes weekly/monthly/quarterly/ad hoc metric reporting
Creates and maintain Help Desk processes/ manuals
Ensure contractual service level agreements are met
Coordinate and manage staffing schedules, including daily work assignments
Coaching, counseling, mediating conflict, and creating a motivational environment
Set expectations and serve as an example of customer service for the staff
Communicate trends, employee issues, staffing and overtime needs to appropriate lines of business
Set the tone for professionalism, performance, and be a result-oriented leader

Required Skills:

Six years of overall Help Desk/Customer Service experience

Minimum of 3 years of experience in the operations of inbound Help Desk management, operations, workflow management, capacity planning, and scheduling

Experience with Help Desk software; VoIP phone system, ServiceNow and/or Maximo experience preferred
Demonstrated ability to handle multiple assignments and meet strict deadlines within a fast-paced work environment
Experience providing help desk services and acting as the POC for creating, responding to, and resolving end-user incidents.
Experience coordinating Incident Reports and Service Request resolutions with the proper personnel at various site locations, while tracking resolutions from initiation to conclusion on behalf of the end user.
Experience providing oversight and guidance with troubleshooting and repairing end-user devices.
Experience ensuring incidents are routed and/or escalated to the appropriate support group.
Strong customer service skills
Excellent communication skills
Strong organizational skills
Ability to interface directly with client
Intermediate knowledge of Microsoft Office (Excel, Word and PowerPoint)
Demonstrated ability to prioritize and delegate
Ability to demonstrate effective problem-solving skills
Strong work ethic and commitment to team goals
Superior planning and organizational skills that effectively allocate and manage resources

Required Education:

Bachelors degree in business administration or management

Clearance:

NACI Background Check.

Benefits include the following:

Healthcare coverage
Retirement plan
Life insurance, AD&D, and disability benefits
Wellness programs
Paid time off
Learning and Development resources
Employee assistance resources

Pay and benefits are subject to change at any time and may be modified at the discretion of the company, consistent with the terms of any applicable compensation or benefit plans.

V2X is committed to building a diverse and inclusive environment in which we recognize and value each others differences as well as fostering a culture that promotes its core values: Professionalism, Integrity, and Respect. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, or status as a protected veteran.

Job Ident #: HELPD012286

Company Details

V2X

555 Industrial Drive South
Madison, Mississippi 39110 USA
www.vtxaero.com

V2X has long been an industry leader in delivering a full spectrum of Aviation Aftermarket Services with a strong legacy of extreme customer and mission focus. V2X is a global and premier provider of “best value” services in their respective markets and...

Supported Manufacturers:
95% military aircraft

Supported Models:

(Job and company information not to be copied, shared, scraped, or otherwise disseminated/distributed without explicit consent of JSfirm, LLC)

Job Info

Location

Madison, Mississippi, United States

Type

Permanent

Company Details

V2X

555 Industrial Drive South
Madison, Mississippi 39110 USA
www.vtxaero.com