Technical and Management Resources, Inc.

  • CSD Supervisor

    Job Locations US-FL-Tampa
    Posted Date 2 weeks ago(1/8/2019 6:15 PM)
    Job ID
    2019-2437
    Security Clearance
    TS SCI
  • Overview

    Functional Responsibilities: Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution. Is an expert with industry standard desktop operating systems and office automation software suites. Must demonstrate excellent verbal and written communication skills.  This is primarily a Monday-Friday dayshift position however the supervisor may be required to work rotating shift schedules to include nights, weekends, and holidays on short notice.

    Responsibilities

    • Supervise technicians on the CSD in support of more than 70,000 customers worldwide.
    • Will be required to provide VIP level support to USSOCOM executive level users and their staff.
    • Monitor staff performance by conducting constant reviews of Incidents in the Remedy ITSRM system.
    • Observe and maintain technicians speed to answer, call length and wrap up to sustain technician readiness to receive calls.
    • Provide technical guidance for resolution of difficult Incidents and Incident routing.
    • Correct technicians who have submitted Incidents without proper tier one troubleshooting or who have misrouted an Incident.
    • Ensure technicians use proper phone handling techniques to insure customer satisfaction.
    • Satisfy irate customers as required.
    • Oversee the progress of trainers as during training of new technicians.
    • Use a mentor\new technician relationship for a continual and reinforced training process to enhance technicians Service Desk Skills.
    • Manage the Remedy accounts and break fix teams to insure account actions are completed in a timely fashion.
    • Reinforced knowledge base by adding detailed process documents to the CSD library that outline procedures for technicians to resolve issues.
    • Take calls and resolve incidents during periods of call overload.
    • Work the Remedy Queue on a routine basis.
    • May be required to perform incident management functions which include: Incident trending and prioritization and documenting and communicating those findings with senior organizational team members.
    • Manage and resolve conflicts that arise between technicians and other IT support groups.
    • Maintain a safe work environment.

    Perform other duties as required.

    Qualifications

    Minimum Required Qualifications:

     

    • Minimum of 3 years’ experience in a relevant position
    • Must have DoD 8570 IAT Level I certification.
    • Must be able to maintain DoD 8570 IAT Level I certification via continuing education requirements or re certification.
    • Must possess current TS Clearance with SCI.

    Preferred Qualifications:

    • DoD 8570 IAT Level II certification.
    • Special Operations Force experience.
    • Associates Degree.

     

    Technical and Management Resources, Inc. is an Equal Opportunity Employer and does not discriminate with regard to race, color, religion, sex, age, national origin, disability, or Vietnam veteran status. This policy affirms TMR’s commitment to the principles of fair employment and the elimination of discriminatory practices. We encourage all employees to take advantage of opportunities for promotion as they occur.

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