Customer Support / Service Desk Manager

Job Title: Customer Support / Service Desk Manager

Location: Norfolk & Suffolk, VA

Clearance: Active Top Secret, TS/SCI

Client: Compqsoft

Responsibilities:

• The Service Desk acts as the Enterprise's Single Point of Contact (SPC) (entry and exit) during the lifecycle of all customer incidents and service requests related to the JSP Service Catalog. This support encompasses all Knowledge Workers and Executives (herein defined as "customers") for all supported customer locations. It is important to note that the scope of this document does not address any support that is provided to Level 3 users, which are addressed in environment document, Volume 3 - Level 3 Support.
• Ensure customer satisfaction for all customer incidents and service requests.
• Track, understand, and report customer satisfaction.
• Deliver and maintain all products, services, and accounts related to workstation, mobile, collaboration, and video teleconferencing (VTC).
• Provide technical assistance to customers traveling on official Government orders to include: issuance of temporary equipment; remote access training; and facilitating requests for provisioning international services for commercial carrier voice and data plans.
• Provide the single point of contact for all customer incidents and service requests.
• Provide support to customers for all customer incidents and service requests 24 hours a day, seven days a week, 365 days a year (to include Government closure and Continuity of Operations (COOP)), for all network classifications.
• Receive customer incidents and service requests from calls, walk-ins, emails, the web-based service portal, and direct customer input.
• Register, classify, and prioritize all customer incidents and service requests.
• Diagnose, resolve, recover, and close incidents; escalate complex customer incidents to the appropriate service team.
• Track customer incidents and service requests throughout their lifecycle, from initiation to resolution and closure process.
• Track, monitor, and report status for all event management outages.
• Ensure tickets are up-to-date, accurate, and all pertinent data is captured.
• Maintain responsibility for all configuration management and knowledge management for all customer incidents and service requests.
• Use approved Asset Management tool to log and track asset disposition for all hardware and equipment in forward deployed, Mark Center, and Pentagon bench stock storage locations.
• Conduct facilitation of warranty repair, with manufacturers, on equipment identified as serviceable with replacement parts or components. Facilitation includes diagnostics, reporting, repair labor, and testing. Specific vendor (e.g. Dell, HP) certifications may be required.
• Maintain up-to-date information in a IT Service Management (ITSM) system.
• Inform the Government Service Desk manager of any frequently recurring customer incidents and service requests.
• Provide on-site, deskside support for all National Capital Region (NCR) based customers during normal business hours and after- hours support as required by the Government (e.g. COOP events).
• Customer communication: Ensure customers have an up-to-date understanding of current open tickets-conduct follows-up with customers to ensure high satisfaction level of customer incidents and service requests.
• Relocate users and workstations (exception: requests for the relocation of ten or more users will be conducted by the OSR functional area). Relocation of one or more users between two separate buildings will also be conducted by the OSR team. See environmental document, "Volume 5 - Operational Service Requests" for details.
• Construct and deliver reports required on a daily, monthly, and yearly basis. Such reports include, but are not limited to, weekly ticket trends and daily environmental status reports. Additional reports may include situational reports based on remote usage for official telework exercises and Government closure due to inclement weather.
• Support Enterprise IT services, servers, and infrastructure at both source and COOP locations, including but not limited to: Domain Name Service (DNS), desktops, enterprise messaging and wireless email, network file and storage, print services, network backup, network access control, relational database management, and web-based systems.
• Service Desk support locations include, but are not limited to: the Pentagon, Crystal City, Ft. Meade, MD, the Mark Center Operations facilities, and leased and other Government owned facilities within the NCR.

Skills:

Education/Experience: BA/BS in a technical discipline with at least 5 years of experience.

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About Us:

CompQsoft Inc. Established in 1997, headquarters in Houston, TX and office in Leesburg, VA. CompQsoft offers a range of comprehensive Cyber Security, Infrastructure, Cloud solutions, ERP implementation, Business Intelligence, Application development, Ecommerce applications and Management consulting services. CompQsoft is Certified CMMI Level 3 practitioner for Development and Services, ISO 9001:2015, ISO 27001:2013 & ISO 200001:2011 Certified. CompQsoft is a fast growing company with a strategy and methodology that is strongly focused on the success of our clients, predominantly the Federal government.

CompQsoft provides equal opportunity in all aspects of employment and in the working environment to all employees and applicants. CompQsoft does not take any nonmerit factors like race, color, religion, sex (gender), mental/physical disability, and age into account for purposes of recruitment, hiring and development.

Visit www.compqsoft.com to learn more about our culture, benefits.