Service Desk Operations Manager
Company: Computer World Services
Posted on: September 15, 2023
Computer World Services, Corporation (CWS) is seeking an
exceptional candidate to serve as Service Desk Operations Manager
for the United States Army Reserve (USAR) Command Control
Communications, Computers, & Information (C4IM) Information
Technology Support Services (ITSS) program responsible for
performing non-personal Information Technology (IT) Services and
support requirements. United States Army Reserve Command (USARC)
G-6 owns and operates Army Reserve Network (ARNet) and Secure Army
Reserve Network (SARNet) to provide continuous secure and nonsecure
data, voice, and video transport, data center services, hosted
applications, file services, collaboration tools, cybersecurity,
remote access, continuity of operations, and customer service
across the USAR enterprise IAW Army Regulation (AR) 25-1 Army
Information Technology and other governing documents and outlined
in the Army's Command, Control, Communications, Computers and
Information Management (C4IM) Services List. These services are
provided to 65,000 users with network accounts at approximately 700
locations, primarily in the continental United States with a few in
Puerto Rico, Europe, Asia, and the Pacific region. 2 of the
locations contain the primary and secondary enterprise network
The Candidate lead a virtual or physical enterprise-wide customer
service desk which shall enter, acknowledge, track, and resolve
individual and site requests, incidents, and problems including
laptop computing, mobility devices, printers, peripheral devices,
network and datacenter hardware and software, and COMSEC equipment.
Service desk function shall provide for telephonic and web access
for customers to enter tickets. Customer service shall be available
24x7x365, including during battle assembly weekends, contingencies,
emergencies, and Command mission support operations.
- The success candidate will have experience with Information
Technology support within a federal government environment (DoD
preferred) and demonstrated experience in IT services contracts.
Effective written and verbal communication skills and the ability
to maintain high levels of customer satisfaction. The candidate
will have expertise in managing performance, cost, schedule, and
quality to meet or exceed requirements. Job Requirements:
Key Tasks and Responsibilities
- Lead Service Desk Operations in Problem and Incident
resolutions by ensuring customer service ticket system is used to
log calls, open and assign problem, incident, and request tickets
to correct group for diagnosis and resolution.
- Ensure SD Team ticket data is clear and descriptive to
facilitate ticket assignment, troubleshooting, and resolution.
- Ensure SD Team transfer or escalate incidents that need to be
resolved at the next service tier.
- Ensure SD Team provides Tier 0 assistance and a "How To" list
is established and maintained for an end user to resolve their own
issue first. When an end user submits a web ticket, the system
encourages the end user to use "How To" selections before
submitting a ticket.
- Lead Service Desk Team and meet or exceed all key performance
- Ensure all calls are answered within 90 seconds for an average
call length of 2 minutes 75% of the time over the month
- First call resolution of 65% for all calls; acknowledge receipt
of web-based tickets at Tier I within 4 hours, 2 hours for
- Tickets resolved or escalated within 2 hours for a total of 6
hours at Tier I, 3 hours for VIPs
- Close all tickets within 72 hours after resolution.
- Acknowledge tickets within 2 days from when received at Tier
II. Tier II shall escalate or resolve the ticket within an
additional 2 days, excluding equipment shipping time or travel time
for touch labor. For VIPs tickets, Contractor shall acknowledge the
ticket within 1 day and resolve or escalate the ticket within an
additional 1 day.
- Develop a means to report metrics in a weekly scorecard. At a
minimum, report the number of calls received and the average speed
to answer. Of those calls, the number of tickets created for
telephonic, web based, and walk-up customers and the percentage of
first call resolution for Tier I. On the same weekly scorecard,
report the weekly number of regular and VIP tickets received and
resolved by Tier II.
- Provide customer assistance and training on software and
hardware operations. Customer assistance and training will be of
the highest standard - effective, expeditious, courteous, and
focused on issue resolution. Education & Experience
- BA/BS Degree with 12+ years of experience or MA/MS with 10+
years of experience (required) Certifications
- DoD 8570.01-M baseline certified (required)
- ITIL Foundation (required)
- Help Desk Institute (HDI) Support Center Manager (required).
Note: HDI Desktop Support Manager Certification or HDI Support
Center Director Certification will satisfy this certification
requirement Security Clearance
- US Government Secret (T3) clearance is required Other (Travel,
Work Environment, DoD 8570 Requirements, Administrative Notes,
- Travel to CONUS and OCONUS locations to meet mission
requirements and undergo training maybe required. The support
outside Ft. Bragg, NC including OCONUS if required, will be
designated as TDY.
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Employee Type Full-Time
Location Fort Liberty, NC (Onsite)
Job Type Information Technology
Experience Not Specified
Date Posted 09/06/2023
Job ID 3987/2932/19022
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Keywords: Computer World Services, Greensboro , Service Desk Operations Manager, Executive , Liberty, North Carolina
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