• Manage a full range of IT support services and warehouse operations.
• Monitor service level agreements and deliverables.
• Establish control, management, and quality assurance mechanisms to meet established SLAs.
• Ensure training and knowledge transfer occur throughout the project team organization.
• Organize and manage staff accordingly.
• Identify and mitigate risks as they arise.
• Forecast and schedule project activities and resource needs.
• Recruit and onboard new team members.
• Manage quality assurance processes.
• Prepare and deliver status reports.
• Attend meetings, conferences, and briefings.

Skills: IT Operations Management, SLA Compliance, Quality Assurance, Staff Training, Risk Management, Project Scheduling, Recruitment & Onboarding, Status Reporting

• Identify and resolve problems on time.
• Gather and analyze information skillfully.
• Work well in group problem-solving situations.
• Maintain a calm demeanor in difficult situations.
• Respond promptly to customer needs.
• Solicit customer feedback to improve service.
• Respond to requests for service and assistance, and meet commitments consistently.
• Speak clearly and persuasively in both positive and negative situations.
• Listen actively and obtain clarification.
• Contribute to building a positive team spirit.
• Prepare cases for medical review and apply medical terminology and quality assurance practices.

Skills: Problem Solving, Data Analysis, Teamwork, Composure, Customer Service, Service Improvement, Meeting Commitments, Communication Skills, Active Listening, Team Building, Medical Preparation

• Administer and manage helpdesk-related tasks with broad and diverse technical expertise.
• Improve the level of service provided to helpdesk customers by introducing more effective processes and tools.
• Perform disaster recovery operations for Active Directory.
• Create and track meaningful helpdesk metrics to measure service performance.
• Participate in the on-call rotation to provide after-hours support.
• Participate in off-hours patching and system maintenance activities.
• Track and update open trouble tickets, escalating problems if called for in the ticketing system.
• Collaborate with other technical teams and personnel to resolve issues efficiently.
• Maintain appropriate security documentation and apply security patches following policies and directives.

Skills: Helpdesk Management, Service Improvement, Disaster Recovery, Performance Metrics, On-Call Support, System Maintenance, Ticket Management, Technical Collaboration, Security Compliance

• Monitor and manage the IT Helpdesk.
• Supervise the efforts of an international team of Helpdesk Agents to ensure productivity metrics are met and exceeded, primarily through regular feedback loops with direct reports.
• Measure what matters, publish standards, targets, and KPIs, ensure they are met, and develop and implement strategies to ensure continual improvement.
• Make tactical decisions around incident response and project management to assign the right person to the right place at the right time.
• Grow and develop Helpdesk team members to assist them with achieving their future goals.
• Prepare, document, and update standard operating procedures and policies.
• Create and maintain a knowledge base and troubleshooting articles.
• Develop self-help articles for end users.
• Perform after-hours support.
• Work one Saturday per month for patching and disruptive maintenance.
• Provide after-hours availability for critical system issues.

Skills: Helpdesk Management, Team Supervision, KPI Monitoring, Incident Management, Staff Development, SOP Documentation, Knowledge Base Management, After-Hours Support

• Develop Help Desk team members to ensure appropriate training and skills by providing day-to-day supervision and regular feedback.
• Develop work schedules across three shifts to provide 24/7/365 support to stores and employees.
• Assist the Director in the hiring and annual review processes for help desk team members.
• Develop and maintain a solid understanding of operational support needs for the company's retail systems infrastructure, including point of sale, back office, credit, and fuel network.
• Perform hands-on fixes, including installing and upgrading software, installing hardware, and configuring systems and applications per defined procedures.
• Coordinate with the Director on software releases and roll-outs.
• Participate in onsite regional store migrations.
• Perform post-resolution follow-ups with end users.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Reinforce SLAs to manage end-user expectations.

Skills: Team Development, Shift Scheduling, Hiring Support, Retail Systems Knowledge, Technical Support, Software Coordination, Store Migrations, Post-Resolution Follow-Up, Trend Analysis, SLA Management

• Manage the activities performed by specialty roles within the Configuration Center, including day-to-day operations, adherence to procedures, workflow assignments, and communications with Sales.
• Meet with coworkers to communicate department and company information, provide guidance, and maintain coworker programs and policies.
• Manage and coordinate the work of coworkers, including reviewing work performance, motivating coworkers, coaching for performance, identifying performance concerns, developing solutions, identifying technical strengths and developmental areas, and administering disciplinary action.
• Manage efforts to improve workflow management and quality control processes within the Configuration Center.
• Participate in recruitment, selection, and onboarding processes.
• Train coworkers on internal systems and applications.
• Provide technical and statistical data for the client report.
• Provide support to the helpdesk function.

Skills: Operations Management, Team Communication, Performance Management, Workflow Improvement, Recruitment, Staff Training, Data Reporting, Helpdesk Support

• Actively review and evaluate agent-customer interactions, primarily via telephone and email.
• Provide immediate and ongoing feedback to staff and management regarding the quality of service delivered to the end-user community.
• Identify trends and take proactive steps to minimize service deficiencies, keeping management informed of trends, significant problems, and expected delays.
• Assess customer needs and take necessary steps to provide immediate resolution and prevent recurring issues, offering customers an immediate plan of action or estimated time for resolution on unresolved problems.
• Escalate unresolved requests and problems to the appropriate parties to ensure timely resolution, and keep management informed of trends and notable escalations.
• Ensure customer satisfaction from initial contact through to the resolution of service needs.
• Promote teamwork by mentoring, sharing knowledge and information, and assisting team members with technical questions and tasks.
• Maintain both management-recommended and personal training plans.
• Contribute to the electronic knowledge base and document procedures.
• Keep customers informed of progress on problems that cannot be resolved at the initial point of contact.
• Involve other team members to drive the timely resolution of customer problems and requests.

Skills: Quality Review, Service Feedback, Trend Analysis, Customer Needs Assessment, Issue Escalation, Customer Satisfaction, Team Mentoring, Training Development, Knowledge Base Management, Progress Updates

• Plan, direct, and supervise the day-to-day Help Desk operations.
• Provide process improvement suggestions to management for the Help Desk.
• Administer and update Information Services Help Desk policies and procedures.
• Supervise and assign employees to shifts and coordinate, schedule, or assign tasks according to departmental and organizational objectives and timelines.
• Document work for procedural or referral purposes.
• Oversee and delegate responsibilities to Help Desk staff to ensure timely accomplishment of assigned tasks and daily schedules.
• Follow up and assist with staff progress on assigned tasks and responsibilities.
• Provide ServiceNOW reports to management detailing results for specific time frames.
• Develop and enforce quality assurance standards for the Help Desk staff.
• Communicate and collaborate with other departments to resolve issues related to open Help Desk requests.
• Make sound decisions regarding employee supervision and relations.

Skills: Helpdesk Operations, Process Improvement, Policy Administration, Staff Scheduling, Documentation, Task Delegation, Reporting, Quality Assurance, Cross-Department Collaboration, Staff Supervision

• Establish service standards for staff and work with them to achieve these standards.
• Adhere to personnel policies in delegating, assigning, training, supervising, and disciplining employees, and communicate periodically regarding job performance.
• Ensure compliance with policy, security, and operational control requirements.
• Accurately and promptly track activity hours.
• Assist other departments in understanding system operations and integrating new technology.
• Keep management informed of area activities and significant problems.
• Ensure accurate and timely completion of reports.
• Prepare and conduct thorough, insightful, and timely employee evaluations.
• Maintain professional and technical knowledge by attending educational workshops.
• Effectively troubleshoot and resolve batch job failures, system failures, and interruptions.
• Analyze and determine sources of system errors, malfunctions, job stoppages, and program information to ensure operational standards are met and upheld.

Skills: Service Standards, Staff Management, Compliance, Activity Tracking, System Integration, Management Reporting, Employee Evaluation, Professional Development, Troubleshooting, Error Analysis

• Oversee customer service delivery goals, workforce management, and service/productivity improvements in support of IS Service Management.
• Lead internal and external escalations for critical or chronic service deficiencies.
• Analyze staffing levels and provide recommendations to improve call metrics.
• Publish operational reports summarizing overall service levels and work trends.
• Manage staff performance, including skill development, training plans, and ongoing coaching for each team member.
• Participate in various projects to ensure adequate knowledge transfer from project design to production implementation for ongoing support.
• Handle all inbound calls related to customer general inquiries, complaints, feedback, and other issues related to the company's products.
• Create and handle all tickets pertaining to customer cases and follow up closely until each case is resolved.
• Collaborate closely with sales and Level 2 support team members regarding client contract expirations and technical assistance.
• Exceed customer expectations in terms of customer service and accurate information delivery.
• Issue licenses and provide provisions to customers.
• Announce periodic maintenance to customers.

Skills: Service Management, Escalation Handling, Staffing Analysis, Operational Reporting, Staff Development, Knowledge Transfer, Case Management, Sales Collaboration, Customer Satisfaction, License Management

• In-depth understanding of repairing and upgrading PC hardware.
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Ability to deal with occasional challenging situations and resolve them to everyone's satisfaction.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Proven analytical and problem-solving abilities with keen attention to detail.

Qualifications: BS in Information Technology with 3 years of Experience

• Hold certification in at least one technical area (A+, Network+, or MCP).
• Experience in a mid to high volume, technically complex support role.
• Experience troubleshooting IS infrastructure issues of a more complex nature.
• Experience leading a help desk support function for a mid to large organization.
• Working knowledge of Windows and Microsoft Office applications
• Experience in user password management and administration within Windows AD
• Solid knowledge of desktop and laptop computing hardware.
• Experience with LAN/WAN implementations and troubleshooting.
• Experience with e-mail systems, in particular Outlook/Exchange.
• Working experience with remote communications and troubleshooting tools.
• Ability to work with all levels of the organization.
• An ability to lead and inspire other members of the infrastructure team.

Qualifications: BS in Computer Science with 6 years of Experience

• Previous customer service/helpdesk experience.
• Experience within the FM sector and working knowledge of FM helpdesk operations.
• Previous first-line management experience.
• Experience managing a PFI or BSF Helpdesk.
• Strong staff management skills.
• Ability to take ownership of the Helpdesk team and drive success.
• Must be able to multitask.
• A team player and have the ability to adapt in a dynamic, fast-paced environment.
• Good communication and customer service skills.
• Must be able to deal with stressful situations effectively.

Qualifications: BS in Information Systems with 5 years of Experience

• Hands-on IT Support experience with Office365, Citrix/Horizon VDI, SAP clients.
• Experience supporting Microsoft Windows 10, familiar with supporting Macintosh.
• Experience supporting hosted phone systems and mobile devices.
• Familiar with VMware and Windows Server.
• Understanding of networking concepts.
• Proven skills in PC repair, troubleshooting, deployment, and liquidation.
• Excellent written and oral communication skills.
• Willingness to take initiative and to follow through on projects.
• Excellent software and hardware troubleshooting skills.
• Ability to work effectively with diverse groups of associates and consultants ranging from entry-level to executive-level positions.

Qualifications: BS in Cybersecurity with 4 years of Experience

• Incident Management and Problem Management experience operating under the ITIL framework process.
• Experience working with CRM applications.
• Exceptional client interfacing skills.
• Experience managing and mentoring tactical and technical resources.
• Strong experience performing trend analysis and providing reporting metrics and data to show root cause.
• Prior experience generating Standard Operating Procedures and Process Flows.
• Call Center Operations Management experience.
• Experience in supervising and leading mid-to-large teams of technical personnel.
• Exceptional interpersonal skills to work with clients.
• Strong decision-making and time management skills.

Qualifications: BS in Network Administration with 7 years of Experience

• Possess PMP certification.
• Relevant experience involves project management, performing tasks such as staffing, budgeting, scheduling, and client interaction.
• Knowledge of management tools (i.e., SharePoint) and logistics information system experience.
• Must have IT Asset Logistics Management experience (from receiving to disposal) in a large federal organization.
• Excellent organizational, communication, and computer skills.
• Skills in budget development, planning, and forecasting.
• Skills in personnel recruitment and management.
• Ability to coordinate logistics, planning, and documentation for the project.
• Ability to anticipate potential problems and needs and expedite necessary corrective actions.
• Ability to prepare intelligible written reports that document activities, plans, and progress of contract activities.
• Must be proficient in federal property management policies.

Qualifications: BS in Data Analytics with 9 years of Experience

• Detailed understanding of and experience with System Data Management within a CAFM environment
• Understanding of key deliverables of a PPM Programme.
• Experience in the use of applications such as Word, Excel.
• Ability to work on own initiative and to prioritise workload.
• Customer awareness, responsive to the needs of the customer, and aims to deliver customer satisfaction.
• Adaptable and responsive, and open to changing circumstances.
• Supervisory working experience.
• Ability to present to small groups.
• Demonstrated written and oral communication skills.
• Exceptional customer service orientation.

Qualifications: BS in Systems Administration with 3 years of Experience

• Experience working in the trucking industry.
• Experience in Service Desk, Systems, or Network Administration.
• Must have recent supervisory experience.
• Technical expertise in Windows Desktop administration, Microsoft Office support, personal computer support, ITIL implementation, Service Desk operations, and licensing management
• Hold an ITIL Certification.
• Able to conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.
• Outcome and solution-oriented with a high sense of urgency.
• Reacts to project adjustments and alterations promptly and efficiently.
• Ability to read the communication styles of team members and contractors who come from a broad spectrum of disciplines.
• Ability to work independently and in a team-oriented, collaborative environment.

Qualifications: BS in Web Development with 6 years of Experience

• Experience in a Supervisor or lead role in a Call Center or Help Desk, quality assurance environment, and claims processing in a production environment or document processing.
• Experience developing performance metrics.
• Experience in analyzing data and creating and producing regular reports.
• Proficiency in MS Office with the ability to quickly learn other software programs.
• Must have database proficiency.
• Excellent organizational, written, and verbal communication skills.
• Can perform comfortably in a fast-paced, deadline-oriented work environment.
• An ability to work as a team member, as well as independently.
• Must be able to monitor and drive teams to perform at high levels, resulting in maximum client satisfaction.
• Ability to quickly understand the company's mission and business objectives and to align efforts in support of them.

Qualifications: BS in Information Technology with 5 years of Experience

• Experience working with FlexPod or yBlock.
• White glove help/service desk experience (ODBC connectivity utility, Windows 200X service operating systems, TCP/IP protocols, Active Directory, Cisco Voice/Hardware/server infrastructures, Citrix, EMC, and/or NetApp Enterprise-level SANs, network engineering, visualization/VMWare/View VDI, etc.).
• Experience working in management in a related role.
• Experience with the Microsoft Office Suite.
• Able to work independently with minimal supervision to solve problems, install equipment and software, teach or instruct users, and diagnose and resolve system, equipment, or general software issues for standard desktop software packages.
• Must be able to establish and maintain positive relationships with co-workers and end users.
• Must be able to physically operate and interpret tests on diagnostic tools and equipment.
• Be able to provide superior client service.
• Can effectively lead a team of professionals in a highly stressful, fast-paced environment.
• Can meet the Standards of Behavior as outlined in Personnel Policy and Procedure #1, Employee Relations Code.

Qualifications: BS in Computer Science with 7 years of Experience