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Deputy Service Desk Manager - Must Be US Citizen

Job Description


View more Careers at
EPSILON 
Follow us on: LinkedIn | Twitter | google+
 Deputy Service Desk Manager

Security Clearance required: Must be able to obtain a Public Trust
US Citizenship is Required
Location: Greenville, SC
URL: www.epsilon-inc.com/careers

Position Summary: The role of the Deputy Service Desk Manager will also provide leadership support and guidance to Service Desk Leads.  The site manager will work with others above them in the reporting structure, as well as managers who may be colleagues or direct reports, to collaborate on the site performance.

Position Responsibilities:
  • Provides site leadership including by not limited to workplace direction, evaluations, coaching, performance management, and overseeing day to day operations
  • Oversees and leads a team of Service Desk Agents and Leads
  • Trains new Service Desk Agents and Leads to optimize their performance for customer satisfaction and provides on-going training for continued development
  • Deploys technicians and assigns tasks based on skills needed to remedy individual events and incidents
  • Act as escalation point for Service Desk Leads assisting them with service desk issues and site-specific issues
  • Organizes service requests based on type of service and statuses (change requests from current end users, new equipment requests from current end users, etc.)
  • Monitors dashboards for customer requests and incidents, customer satisfaction, first call resolution, and incoming phone calls and email queues
  • Works with leadership to support interviewing, orientation and onboarding as needed
  • Continually looks for methods to improve overall end user experience and customer satisfaction
  • Ensures service meets or exceeds SLA's
  • Ensures continual service improvement 
  • Recommend innovative methodologies, techniques, and criteria for projects
  • Knowledge of workflows and project mapping
  • Able to handle multiple tasks and competing priorities
  • Communicate updates and project status effectively and efficiently
  • Ability to work cross-functionally to understand the key business drivers
  • Experience building cross-functional partnerships including exceptional skills in influencing, teamwork and delivering solutions in a complex, changing and nebulous environment
  • Proven ability to run complex processes, navigate organizations, and lead meetings effectively and efficiently
  • Accountable, proactive, and thoughtful with high attention to detail and strategic problem solving
  • Experience implementing best practices and tools. Monitoring effectiveness of those processes implemented
  • Passion for driving internal process efficiencies involving collaboration across multiple internal teams
  • Provide technical support over the phone, and/or via email, where appropriate
  • Escalate process and policy issues as needed
  • Other work duties as assigned
Essential Skills, Experience, and Certifications:
  • US Citizenship is a requirement of this position in accordance with 8 U.S.C. § 1324b(a)(2)(C)
  • Bachelors’ Degree or Associate Degree in Information Technology or related field is desired OR High School Diploma and relevant Information Technology certification(s)/training/years of experience in place of degree  
  • 5-7 years’ Information Technology experience
  • 3-5 years’ leadership in a help desk or call center environment
  • ITIL V3 Foundations or Service Certification desired.
  • Will be subject to a Federal Government Background Investigation in order to obtain a clearance.
  • Must have excellent troubleshooting skills
  • The ideal candidate will have flexibility with hours – Shifts vary
  • Strong leadership qualities
  • Must have the ability to coach/train others on both technical matters as well as customer interactions 
  • Proficiency in Word, Excel, Outlook, database management
  • Ability to communicate effectively, both verbally and in writing.
  • Ability to communicate with end users over the phone in a pleasant and helpful manor in high stress situations
  • Keen attention to detail.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service and interpersonal skills.
  • Experience working in a team-oriented, collaborative environment.
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Physical Demands: While performing the duties of this job, this position requires the ability to sit for potentially long periods of time throughout the workday. Hearing sufficient to understand conversations, both in person and on the telephone. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components for potentially long periods of time without experiencing abnormal hand, wrist, or eye strain. Occasional inspection of cables in floors and ceilings. Lifting and transporting moderately heavy objects, such as computers and peripherals. Must be able to lift up to 50 pounds.
  • Work Environment: Includes a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards. Local, regional, and national travel may be required.
Epsilon Benefits:
Medical, Dental, Vision Plan
AD&D and Life Insurance
Paid Federal Holidays
Paid Time Off
401(k) Retirement Plan
Education reimbursement
Referral Bonuses
 
View more Careers at EPSILON 
URL: www.epsilon-inc.com/careers
Follow us on: LinkedIn | Twitter | google+
 
 
Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Minorities/Females/Disabled/Vets. 
 
Please click here to review your rights under EEO policy. 
 
If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-398-5414 or by email careers@epsilon-inc.com.
 

Job Requirements

 

Job Snapshot

Location US-SC-Greenville
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type IT & Technical, Other
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Company Overview

Epsilon, Inc.

Working at Epsilon: Epsilon’s core values of Consideration, Simplicity, and Improvement are the pillars of who we are and how our team members operate. Whether you are working at our headquarters in Weaverville, NC or on a Government site across the nation, we treat each other with respect and consideration, value the ideas and ingenuity of our team members and appreciate each other’s work style. Our team members build bridges across departments, think beyond the status quo, and develop creative solutions. Learn More

Contact Information

US-SC-Greenville
Snapshot
Epsilon, Inc.
Company:
US-SC-Greenville
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
IT & Technical, Other
Store Type:

Job Description


View more Careers at
EPSILON 
Follow us on: LinkedIn | Twitter | google+
 Deputy Service Desk Manager

Security Clearance required: Must be able to obtain a Public Trust
US Citizenship is Required
Location: Greenville, SC
URL: www.epsilon-inc.com/careers

Position Summary: The role of the Deputy Service Desk Manager will also provide leadership support and guidance to Service Desk Leads.  The site manager will work with others above them in the reporting structure, as well as managers who may be colleagues or direct reports, to collaborate on the site performance.

Position Responsibilities:
  • Provides site leadership including by not limited to workplace direction, evaluations, coaching, performance management, and overseeing day to day operations
  • Oversees and leads a team of Service Desk Agents and Leads
  • Trains new Service Desk Agents and Leads to optimize their performance for customer satisfaction and provides on-going training for continued development
  • Deploys technicians and assigns tasks based on skills needed to remedy individual events and incidents
  • Act as escalation point for Service Desk Leads assisting them with service desk issues and site-specific issues
  • Organizes service requests based on type of service and statuses (change requests from current end users, new equipment requests from current end users, etc.)
  • Monitors dashboards for customer requests and incidents, customer satisfaction, first call resolution, and incoming phone calls and email queues
  • Works with leadership to support interviewing, orientation and onboarding as needed
  • Continually looks for methods to improve overall end user experience and customer satisfaction
  • Ensures service meets or exceeds SLA's
  • Ensures continual service improvement 
  • Recommend innovative methodologies, techniques, and criteria for projects
  • Knowledge of workflows and project mapping
  • Able to handle multiple tasks and competing priorities
  • Communicate updates and project status effectively and efficiently
  • Ability to work cross-functionally to understand the key business drivers
  • Experience building cross-functional partnerships including exceptional skills in influencing, teamwork and delivering solutions in a complex, changing and nebulous environment
  • Proven ability to run complex processes, navigate organizations, and lead meetings effectively and efficiently
  • Accountable, proactive, and thoughtful with high attention to detail and strategic problem solving
  • Experience implementing best practices and tools. Monitoring effectiveness of those processes implemented
  • Passion for driving internal process efficiencies involving collaboration across multiple internal teams
  • Provide technical support over the phone, and/or via email, where appropriate
  • Escalate process and policy issues as needed
  • Other work duties as assigned
Essential Skills, Experience, and Certifications:
  • US Citizenship is a requirement of this position in accordance with 8 U.S.C. § 1324b(a)(2)(C)
  • Bachelors’ Degree or Associate Degree in Information Technology or related field is desired OR High School Diploma and relevant Information Technology certification(s)/training/years of experience in place of degree  
  • 5-7 years’ Information Technology experience
  • 3-5 years’ leadership in a help desk or call center environment
  • ITIL V3 Foundations or Service Certification desired.
  • Will be subject to a Federal Government Background Investigation in order to obtain a clearance.
  • Must have excellent troubleshooting skills
  • The ideal candidate will have flexibility with hours – Shifts vary
  • Strong leadership qualities
  • Must have the ability to coach/train others on both technical matters as well as customer interactions 
  • Proficiency in Word, Excel, Outlook, database management
  • Ability to communicate effectively, both verbally and in writing.
  • Ability to communicate with end users over the phone in a pleasant and helpful manor in high stress situations
  • Keen attention to detail.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service and interpersonal skills.
  • Experience working in a team-oriented, collaborative environment.
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Physical Demands: While performing the duties of this job, this position requires the ability to sit for potentially long periods of time throughout the workday. Hearing sufficient to understand conversations, both in person and on the telephone. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components for potentially long periods of time without experiencing abnormal hand, wrist, or eye strain. Occasional inspection of cables in floors and ceilings. Lifting and transporting moderately heavy objects, such as computers and peripherals. Must be able to lift up to 50 pounds.
  • Work Environment: Includes a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards. Local, regional, and national travel may be required.
Epsilon Benefits:
Medical, Dental, Vision Plan
AD&D and Life Insurance
Paid Federal Holidays
Paid Time Off
401(k) Retirement Plan
Education reimbursement
Referral Bonuses
 
View more Careers at EPSILON 
URL: www.epsilon-inc.com/careers
Follow us on: LinkedIn | Twitter | google+
 
 
Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Minorities/Females/Disabled/Vets. 
 
Please click here to review your rights under EEO policy. 
 
If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-398-5414 or by email careers@epsilon-inc.com.
 

Job Requirements

 
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