Service Center Site Lead

5 - 7 years experience  • 

Salary depends on experience
Posted on 04/19/18
Oklahoma City, OK
5 - 7 years experience
Salary depends on experience
Posted on 04/19/18

Job Description

CACI International, Inc. (CACI) has an immediate opportunity for a Service Center Site Supervisor on a long-term opportunity providing mission-critical Enterprise IT Service Management solutions.  He or she will work in a team atmosphere and serve as the Service Center Site Supervisor is responsible for providing onsite oversight and leadership of the helpdesk call center.  The successful candidate will be able to manage complex performance-based program requirements involving multiple tasks and performing organizations.   This position is located in the Oklahoma City, OK area.  
 
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Management of staff, schedules and workload
- Setting priorities
- Resolving conflict
- Serving as subject matter expert for the helpdesk at Help Desk Call Center Facilities on a day to day basis
- Works to improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics
- Monitoring and analyzing results, and implementing changes
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
- Coaches and trains staff in established quality processes, procedures, and expected project deliverables
- Participate in Information Technology Service Management (ITSM) development teams to enhance the use and reporting of the ITSM system
- Other duties may be assigned
 
Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
 
Plans daily activities within the guidelines of company policy, job description and supervisor's instruction in such a way as to maximize personal output.
 
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and co-workers.  Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources.  Will immediately correct any unsafe conditions as the best of own ability.
 
QUALIFICATIONS
Education, Experience and Certification Requirements:
 
Qualification Option 1
- Education: A Bachelor's degree with a major in Computer Science and/or Information Technology.
- Experience: 5 years' experience leading complex projects in applications engineering.
- 3 years of IT Call Center experience and at least two years as manager or task lead of an IT Call Center with more than 15 agents.
- At least 1 year of BMC Remedy experience.
- Certification: HDI Support Center Team Lead certification or higher.
 
Qualification Option 2
- Experience: 10 years' experience leading complex projects in applications engineering.
- 3 years of IT Call Center experience and at least two years as manager or task lead of an IT Call Center with more than 15 agents
- At least 1 year of BMC Remedy experience.

Req #:129178

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