Workforce Manager, Chantilly VA, Active TS Re Job in Chantilly, Virginia US
Workforce Manager, Chantilly VA, Active TS Re
Job Description Job Title: Workforce Manager, Chantilly VA, Active TS Reqd Requisition ID: 120030R Job Category: Technical Support Specialist 4 Primary Location: USA-VA: VIRGINIA-CHANTILLY Schedule: Full-time Job Type: Regular Employee Status: Regular Job Posting: 2012-Feb-17 Description ROLES AND RESPONSIBILITIES The employee develops strategies to help meet the Service Desk (SD) organizational mission, and provides leadership and guidance to implement those strategies, and determinesindividual objectives in support of the overall objectives. Specific responsibilities include the following: " Support and participate in any Quality Management System improvement processes identified. " Responsible for simultaneous monitoring of multiple accounts performance relative to Service Level Agreements unique to each account. " Hourly notification of Speed of Answer metrics to Helpdesk Management. " Management notification when outages are observed. " As necessary, allocate "Talent Pool" Leveraged resources to assist under-performing accounts to assist in meeting operational performance contractual obligations. " Participates in formal Service Restoration Teams (SRT) and Daily Service Reviews (DSR). " Verification of Closed-loop Process. " Review Score carding metrics. " Time-off request approvals. " Ensure daily staffing requirements for head count, breaks/lunches, handle-time, and language requirements. Forecasting is based on past call volumes. Essential Job Functions Interfaces with end users to independently resolve problems concerning system function(s) which have been escalated through a problem ticket process and generally are outside of established processes and procedures. Reviews assessments of diagnostic information and determines alternatives. Coordinates, oversees and/or conducts install, move, add, and change (ICMS) activities based for complex activities including integrated equipment and systems. Acts as the point of contact in various leveraged accounts and locations. Communicates with vendors, clients, and/or product line/service representatives as the point of contact in response to service requests. Provides expert technical advise and input in developing and creating new service offerings or technologies, such as, working with desktop engineering teams on the development of the standard operating environment (SOE) for the account(s) and other related activities to ensure that client needs are met in a cost effective and timely manner. Provides guidance and training to client population on system and products to eliminate recurring errors and where appropriate, provides recommendations for improvements. Maintains currency regarding technological, process and/or other advances, specifically in line of service, to ensure team performance and to achieve team objectives. Provides data for daily metric reporting. Provides systems software and hardware documentation and assesses systeminformation where appropriate. Recommends and implements enhancements in order to ensure efficiencies. Provides leadership and work guidance to less experienced personnel. Provides technical services or acts as a lead in support of project work; works with project teams to implement defined technical activities, such as enhancing or designing solutions for customers, creating new scripts and diagnostic tools to resolve problems and conducting transition or transformation activities for new accounts. Communicates in representing the service delivery organization as the client interface from problem identification to problem resolution. Establishes and builds client relationships. Qualifications Basic Qualifications Bachelor's degree or equivalent combination of education and experience Bachelor's degree in computer science or related field preferred Four or more years of technical support experience Experience working with company products and operating systems Experience working with solving computer-related technical problems Experience working with company escalation policy Experience working with relevant deployment strategies and methodologies Other Qualifications Strong interpersonal skills for interacting with team members and clients Strong communication skills Organization skills to balance and prioritize work Strong analytical and problem solving skills Leadership skills to guide and mentor the work of less experienced personnel Willingness to travel Remote Work Authorized: No Relocation Assistence: Not Available Clearance Level: Top Secret