Essential Job Duties:

• Act as first line of support for the ARC staff
• Responsible for managing/monitoring the staffing and work requirements for the team
• Ensure the necessary coverage is established on a daily, weekly, and monthly basis
• Provide maximum oversight of all operations within the team
• Work directly with the Operations Branch Chief, Operations Division Chief and other Technical Team Leads to ensure customer satisfaction
• Guide the processes for the ARC’s documentation, ticket auditing, training, hiring, and sets expectations
• Act as the voice for the team to develop and streamline processes with the assistance of other Technical Team Leads
• Establish and facilitate team meetings, maintain government/contractual reporting, establish process/guidelines, address concerns professionally, and set the stage for the team posture

Applicants must be available to work Day (0600 - 1430), Swing (1400 - 2230), and Midnight (2200 - 0630) shifts, if required. Applicants must be available to work weekends and holidays, as required. Schedule is subject to change in order to fulfill the needs of the mission.

 

Minimum Requirements:

• HS + 3 years' experience Customer Service/ IT/ Help Desk or AA/AS +1 or BA/BS year
• To include up to 2 years of management, supervisory and/or leadership experience
• Must be able to work in a dynamic environment with consistent changes
• Security+CE & ITIL V3 Foundations preferred
• Keyboarding skills of at least 40 WPM
• Experience in using Microsoft Word, Excel and Outlook
• Must be able to handle high volume phone calls throughout the day with optimal phone etiquette, while assisting other users via Walk-ins and Emails
• Applicants must be available to work various shifts such as, Day (0600 – 1430), Swing (1400 – 2230), and Midnight (2200 – 0630) but not limited to
• While this is not a shift position, applicants must also be able to work weekends and holidays, as required in order to evaluate and train staff
• The schedule is subject to change in order to fulfill the needs of the mission

 

Clearance:

• Interim Secret clearance required

Posted On: Friday, July 6, 2018