Manager I - Service Desk

| Las Vegas, NV
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Overview

If you're looking for an interesting, fulfilling career, you've come to the right place!

At Mission Support and Test Services, LLC (MSTS), we're a dynamic team of employees who manage and operate the Nevada National Security Site (NNSS), formerly known as the Nevada Test Site. A premier outdoor, indoor and underground national laboratory for unique, high-level experiments, the NNSS has offices across the country, including Southern Nevada; Santa Barbara and Livermore, California; Washington, D.C.; and Albuquerque and Los Alamos, New Mexico. We're dedicated to working together as a team to keep our nation safe. Join us!

MSTS is a limited liability company consisting of Honeywell International Inc. (Honeywell), Jacobs Engineering Group Inc. (Jacobs), and HII Nuclear Inc.

Responsibilities

The Manager I will manage the Service Desk for dealing with internal/external customer enquiries and incidents. Manage the performance of Level 1 & Level 2 services and support to clients (internal and external) and ensure that service levels are achieved. Ensure that customer expectations are met or exceeded. Responsible for ensuring that staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed and protocol observed to provide effective customer service and meet requirements through an Information Technology Infrastructure Library (ITIL) framework.

Key Responsibilities
  • Provide leadership for various functions within the Service Desk function such as Help Desk, End Point Management, Collaboration, & Desktop Engineers.
  • Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.
  • Provide data and reporting of Key Performance Indicators (KPI's) and trends to Management and others in ad-hoc, weekly, monthly and as needed. Drive Ticket resolution and develop strategies for improvement. Work to make Service Desk the single source of service delivery channel for the company.
  • Develop Service and Operational Level Agreements to set expectations and measure performance. Develops an effective and workable ITIL framework for managing and improving customer support in the organization. Advise management on situations that may require additional client support or escalation. Escalation may involve out of hours' support via phone or email
  • Train, coach and mentor Service Desk Analysts and Technical Engineers including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support.
  • Ensure that customers receive timely updates on incidents
  • Ensure that customer incidents that occur across MSTS products or involve multiple 2nd line groups and 3rd Parties are coordinated so that the customer receives a consolidated response from MSTS.
  • Maintain a calendar of maintenance requests on the network, data centers, exchanges and internal changes and ensure communication to customers with the appropriate information.
    Engage with third parties to provide Root Cause Analysis (RCA) for third party services.
  • Document internal time lines for resolved incidents where a RCA is required.
  • Maintain accurate contact databases and records.
  • Attend and participate in weekly Change Advisory Board meetings.
  • Overview:
    • Day-to-day Management of first line technical service desk to respond to internal/external customer incidents and queries via email and phone.
    • Provide oversight and monitoring through internal monitoring systems including ServiceNow, SCCM, Splunk and other technical means.
    • Maintain ongoing communication of incident updates to customers provided by 2nd and 3rd line support teams.
    • Ticket management of Incidents, Problems Change and New Requests.
    • Maintenance schedules through the maintenance calendar and tasks.
    • Direct line management of a team of up to 16.


Qualifications

  • Bachelor's degree or equivalent training and experience, plus a minimum of 11 years of related and progressively responsible experience.
  • Degree in Computing and or IT discipline is desired.
  • Demonstrated experience to apply the knowledge, skills, abilities, and competencies required to successfully perform the job.
  • Drive to deliver outstanding customer service.
  • Willingness to learn and develop new skills.
  • Dedicated and able to work to deadlines.
  • Able to work both as part of a team or under own initiative.
  • Able to take responsibility for own actions and performance.
  • Proven track record managing technical personnel required, managing service desk personnel preferred.
  • Excellent written and verbal skills.
  • The ability to multitask across multiple incidents.
  • Understanding of Service Level Agreements (SLAs) and KPIs.
  • Ability to follow process and procedures accurately and without fail.
  • 1-2 years working Knowledge of ServiceNow.
  • Experience/understanding of ITIL methodology.
  • Understanding of IP networks traffic, firewalls, routing etc.
  • Good knowledge of Word, Excel, Visio, Outlook and other office applications.
  • Pre-placement physical examination, which includes a drug screen, is required. MSTS maintains a substance abuse policy that includes random drug testing.
  • Must possess a valid driver's license.

MSTS is required by DOE directive to conduct a pre-employment drug test and background review that includes checks of personal references, credit, law enforcement records, and employment/education verifications. Applicants offered employment with MSTS are also subject to a federal background investigation to meet the requirements for access to classified information or matter if the duties of the position require a DOE security clearance. Substance abuse or illegal drug use, falsification of information, criminal activity, serious misconduct or other indicators of untrustworthiness can cause a clearance to be denied or terminated by DOE, resulting in the inability to perform the duties assigned and subsequent termination of employment. In addition, Applicants for employment must be able to obtain and maintain a DOE Q-level security clearance, which requires U.S. citizenship, at least 18 years of age. Reference DOE Order 472.2, "Personnel Security". If you hold more than one citizenship (i.e., of the U.S. and another country), your ability to obtain a security clearance may be impacted.

Department of Energy Q Clearance (position will be cleared to this level). Reviews and tests for the absence of any illegal drug as defined in 10 CFR Part 707.4, "Workplace Substance Abuse Programs at DOE Sites," will be conducted. Applicant selected will be subject to a Federal background investigation, required to participate in subsequent reinvestigations, and must meet the eligibility requirements for access to classified matter. Successful completion of a counterintelligence evaluation, which may include a counterintelligence-scope polygraph examination, may also be required. Reference 10 CFR Part 709, "Counterintelligence Evaluation Program."

MSTS is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law. MSTS is a background screening, drug-free workplace.
More Information on World Fuel Services
World Fuel Services operates in the Energy industry. The company is located in Miami, FL. World Fuel Services was founded in 2022. It has 5001 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 62 open jobs at World Fuel Services, click here.
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