KBR (formerly SGT) s seeking an energetic and highly motivated Service Desk Manager to join the KBR Team in support of the Information Technology Service Division (ITSD) and the EROS IT Service Desk, providing exceptional service, and utilizing service desk best practice frameworks. The right candidate will be expected to assess the current capabilities, perform gap analysis, evaluate current processes and develop plans to address gaps and implement improvements. The candidate, in consultation with the ITSD management team, will be given wide latitude and support to implement needed changes. Another significant part of the candidates role will be to serve as the main advocate for the Service Desk. Presentations to announce new initiatives, planning and execution of rollouts of USGS directed changes and maintenance of other forms of communications (website, email, etc…) are an expectation of this role. KBRwyle is the prime contractor to the USGS Earth Resources Observation and Science (EROS) Center (http://eros.usgs.gov/) near Sioux Falls, South Dakota (http://www.siouxfalls.org) providing support in the areas of science, engineering and technical operations. KBR offers a competitive salary and benefits package.
Education: BS in Computer Science, Management Information Systems. Computer Science or other related field required; advanced degree is preferred.
Experience: Minimum of 4 years professional experience specifically related to Service Desk/Call Center Management. Hiring manager has the discretion to substitute directly related professional experience for education
Team Lead responsibilities include–
Lead a team of skilled Service Desk Technicians performing typical personnel actions. Hiring, performance evaluations / improvement, rewards / recognition
Leading and coordinating project activities with other functional area leads to insure deadlines and milestones are met and exceeded when possible
Leading project priorities and responsibility for the completion of those priorities and reporting on task status/results to the ITSD Division Manager and our USGS customer.
Expected to be forward thinking and work closely with the Division Manager, and all other functional area leads, to formulate solutions and create efficiencies.
Establishes and refines the processes, techniques, tools, and methods to provide exceptional support and services.
Coordinates and delegates tasks to members of the teams to effectively meet SLAs and KPIs.
Drives solutions to continuously improve service to the Center and efficiency within IT.
Works with management, peers, and customers to understand requirements and time constraints of projects and tasks.
Understand the system life cycle of the end user community at the center and assist with the forecasting and preparation for the current and future needs for the center staff
Establish best practices through the entire technical support processes
Follow-up with customers to identify areas of improvement
Develop daily, weekly and monthly metrics / reporting
Enthusiastically engages the user community via a variety of communication methods
Position Requirements
Prior successful experience as a Help Desk or Service Desk Manager
Technical background with the ability to give instructions to a non-technical audience
Customer-service oriented
Excellent written and verbal communications skills
Management skills
Value added / desired skills:
Familiarity with Atlassian Jira / Jira Service Desk / Confluence
Familiarity with BMC Remedy / FrontRange Heat / other ticketing and reporting tools
MCSA or equivalent ITIL, A and other technology certifications
The candidate must be able to obtain and maintain a national agency check and background investigation after hire to obtain a badge for facility access and user accounts.
This position will be posted to the career opportunities listing on the SGT website (http://www.sgt-inc.com). This position may be filled by a KBR teammate on the TSSC Contract. Please apply on line.
KBR is an equal opportunity employer. EOE/m/f/disabled/veteran.
KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.
**Job:** Information Technology
**Primary Location:** US-US-SD-Sioux Falls
**Req ID:** 1081888

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