Service Desk Lead

Overview

This position is physically located in Kuwait in support of LOGCAP.
Under supervision of the Service Desk Supervisor and/or Manager, the Service Desk Lead will support the Service Desk Supervisor in operating a walk-in and call-in Work Order Reception Desk. This position provides the Service Desk Lead the opportunity to gain experience in supervising, coordinating, and overseeing the daily Service Order Reception Center operation. This position reports to the Service Desk Supervisor and/or Manager and may exercise general supervision of Service Desk Seniors and Technicians. Ensures personnel correctly capture data on maintenance work order requests and preventative maintenance inspection forms for upload into the Computer Maintenance Management System. Must have a home-country Driver's License, and be able to acquire a U.S. Government Driver's License.
Responsibilities

This position description is subject to change at any time as needed to meet the requirements of the program or company.
Provides appropriate training to Service Desk Seniors and Service Desk Technicians.
Provides guidance and assistance to personnel in accomplishing their assigned duties and responsibilities.
Ensures excellent customer service in addressing questions, complaints, and requests in a tactful manner via telephone, email, and face-to-face interaction.
Enforces compliance with PWS and all applicable SOPs, PIOPS, and IOPS.
Ensures the reliability, completeness, and accuracy of the CMMS database.
Oversees the preparation of CDRLs and other required/special reports.
Monitors and provides work order status information to the Production Control Manager and/or Operations Manager for reporting to higher management.
Sets priorities, plans, and organizes tasks.
May be required to work rotational schedules (Day, Mid, or Night shift).
May be asked to work at different locations per mission requirements.
Plans and provides day-to-day guidance to accomplish the mission.
Understands and improves the strengths and weaknesses of the team.
Deals effectively with difficult customers.
Anticipates and manages change and makes it work for the team.
Pay attention to detail, set, enforce, and maintain high standards.
Obtains further information for incomplete documents.
Performs day-to-day administrative tasks such as maintaining information files and processing paperwork.
May perform duties as the Service Desk Supervisor during his/her absence.
Performs other duties as assigned.
Qualifications

Education/Certifications:

One year related experience may be substituted for one year of education, if degree is required.
High School Diploma or equivalency. Some college courses in business or related field preferred.
Must be CAC eligible and/or able to obtain a Common Access Card (CAC).
Must be a U.S. Citizen.
A valid driver's license and the ability to obtain a U.S. Government Motor Vehicle Operator's License and host nation Driver's License are required.

Experience:

At least five (5) years of experience in direct customer service communications.
Approximately two (2) years of work in a Service Desk or Customer Service environment.
Approximately three (3) years of experience in a leadership role.

Skills:

Experience working in a Service Desk or Customer Service environment.
Good command of the English language for effective phone, desk-side, and email support.
Previous supervisory, team leading, or management experience.
Ability to work effectively and exercise sound business judgment in a team environment, as well as independently.
Demonstrates ability to deal with all employees and external customers while conveying a positive service-oriented attitude.
Knowledge of business and management principles involved in strategic planning, resource allocation, leadership techniques, production methods, and coordination of people and resources.
Knowledge of principles and processes for providing customer and personal services.
Strong interpersonal and negotiation skills.
Collaborative work style fostering cooperation and teamwork.
Handles confidential company and employee information with complete discretion.
Prioritizes responsibilities to handle a demanding workload.
Ability to work under pressure.
Ability to communicate in English fluently and accurately.
English reading ability to read all styles and forms of the language pertinent to professional needs.
English writing ability to draft official correspondence and reports.
Intermediate proficiency in Word, Excel, and Outlook applications.
High-level organizational and planning skills to efficiently and accurately manage workflow.
Ability to read, analyze, and interpret reports and documents.

Supervisory Responsibilities:

The Service Desk Lead will have direct oversight of Service Desk Seniors and Service Desk Technicians.

Working Conditions:

Must be capable of working in extreme weather conditions with temperatures exceeding 120 degrees Fahrenheit.
Indoor and/or outdoor environment with very adverse and harsh conditions (i.e., hot, dry, desert environment).
Includes some industrial production environment conditions as well.

Physical Requirements:

Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently.
Work may require heavy lifting, stooping, climbing, prolonged standing, prolonged sitting, and working with or in areas where there is potential exposure to physical, chemical, or biological agents.
Employee use of personal protective equipment (PPE) is required for some situations.
Must comply with all Fire and Safety Regulations and post policies.

We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status, or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.
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