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Service Desk Lead

Job duties and responsibilities:

Monitor the attendance line at the beginning of scheduled arrival time and update the schedule & outlook calendars accordingly.
Under direction of PM, update schedule to ensure coverage from 7 am to 8 pm and that breaks, lunch, training, and off line activity does not negatively impede service.
Conduct eight QA samples per month for new employees (6 months or less) and all other staff three-eight QA samples per month depending on competency levels, knowledge and complaints received by each agent. If consistent gaps in knowledge and customer complaints conduct eight QA per month. Collaborate with the PM in providing feedback/results. Compile the stats from the QA form and tally ratings each month.
Ensure when staff on scheduled or unscheduled leave their assigned tickets and/or process functions are processed/completed.
Maintain in a centralized repository (clear case) or FootPrints Knowledgebase, documentation/processes and changes to processes that impact Service Desk.
Work with PM and team lead of Impac II to ensure cross pollination of functions/support. Impact II staff are covering Commons calls and/or processing email/web tickets for about 1-2 hours a day. Commons staffs are cross trained on Impact II to provide back up support.
Serve as a subject matter expert for escalated calls.
Provide feedback to PM for staff quality and quantity performance targets.
Maintain a spreadsheet of staff skills, level of knowledge, and cross functional training opportunities.
Work with the PM in maintaining/updating and providing input to staff performance score cards.
Work closely with the liaisons ensuring system and process changes are documented and communicated to the staff in terms of impacts, workarounds, and pending resolutions.
Ensure staff outages, disruptions, workarounds are documented and made available to all staff and are posted on the knowledgebase and/or the outstanding defect log.
Proactive in recommending well thought out process improvements that can reduce overall processing time, improve quality, and reduce costs.
Perform root cause analysis on issues found, take appropriate corrective actions using established process
Work with PM in reducing overall open tickets through establishing creative ways of reducing backlog; working with the team in scheduling time/focus on reducing the backlog, and updating the status of open tickets every three business days. etc.
Champion change to improve our user’s overall experience.
Lead by example to improve the staff’s overall experience.
Other duties as assigned

Experience, knowledge, and skill requirements:  

Extensive customer service/service desk experience supporting business applications (via phone or e-mail) is required
Prior experience supporting business applications on a Oracle platform, UNIX application server, and/or Apache Tomcat is helpful
Excellent problem solving and analysis skills, with the ability to effectively troubleshoot and resolve or triage problems
Ability to identify and utilize relevant resources to provide customers with clear, concise information and problem resolution
Must have experience with the Help Desk support tools, concepts and processes: ACD / phone systems, ticketing software (Numera Footprints/Remedy Tracking), auditing, knowledge base and known error database utilization, statistical analysis and process improvements using Key Performance Indicators.
Must have excellent communications skills.
Experience working with Grants Management Systems or within a Grants making agency is a plus.
Experience with IMPAC II, Commons, and federal grants management systems is a plus
Experience in the use of CISCO phone systems is a plus
Experience in an ITIL environment is a plus, but not required.
Ability to successfully pass a background investigation.

Education and training requirements: 

Bachelor’s degree preferred, plus 2 years general experience (6 yrs experience equivalent to Bachelors); with Masters, 1 year experience required
2-5 years prior helpdesk/service desk experience supporting business applications required; direct contact with a wide range of customers desired.
Experience / familiarity with work station configurations, windows applications, or server technology platforms a plus
ITIL / Grants Management / Service Desk certificate(s) is a plus

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