Represents company to external and/or internal customers, answering product or service-related questions. Provide customer assistance and problem resolution to a wide variety of customers across business areas. Responds to non-routine customer calls, email and web inquires, providing a single point of contact for problems.
The NASA Shared Services Center’s (NSSC) mission is to provide timely, accurate, high quality, cost-effective, and customer-focused support for selected NASA business and technical services. GDIT, which is the prime contractor, has partnered with NASA to consolidate selected Procurement, Finance, Human Resource and Information Technology activities from the ten NASA Centers into a single shared services center.
GDIT is currently recruiting for a Tier 1 Enterprise Service Desk (ESD) Supervisor to provide support to NASA end users and the NSSC contract. Services include but not limited to desktop, mobile devices, networks, and password resets.
The ESD provides support 24 hours a day 7 days a week 365 days a year. The Supervisor is a Service Owner and reports to the Service Office Manager. This position is located at the NASA Shared Services Center, Stennis Space Center, MS.
Bachelor Degree with 8-10 years’ experience
Excellent range of knowledge in Information Technology and Contact Center/Helpdesk Operations. Knowledge of continuous improvement methodologies; adept at change management; excellent supervision and personnel management skills; and trained in performance measurement and tracking.
Excellent Customer Service skills
Strong analytical and problem solving skills
Strong interpersonal skills for communicating with internal and external personnel of all levels
Knowledge of continuous improvement methodologies; adept at change management; excellent supervision and personnel leadership skills; and trained in performance measurement and tracking
Experience with the ServiceNow suite including the Call Ticket, Incident Management, Case Management, Knowledge Management, Service Catalog/Service Requests, Reporting, and Dashboards at a minimum
Ability to multi-task and work independently
Ability to keep sensitive and confidential information private including but not limited to the confidentiality and integrity regarding contractual information
Organizational skills to balance and prioritize work
Demonstrated experience leading continuous improvement initiatives in a service desk environment
Ability to communicate clearly and efficiently to team members and clients, verbally and in writing
We’ll be especially impressed if you have the following:
HDI Support Center Manager certification
Understanding of ITIL and its processes or ITIL certification (Foundations, Practitioner, etc)
Proven ability and experience driving employee development, training, and structure for teams
Previous experience coaching, mentoring, and supervising team members
Ability to manage multiple projects and tasks simultaneously with competing deadlines in a fast-paced and dynamic environment
Essential Job Functions:
Serves as a senior level resource responsible for technical performance, oversight, leadership, and supervision of personnel on the NASA Enterprise Service Desk (ESD) supporting NASA IT services including but not limited to desktop, mobile devices, networks, and password resets.
Responsible for ensuring the Line of Business strategic plan, mission, vision, and values are communicated and integrated into the team’s strategies, goals, objectives, and work
Leads the team in identifying, distributing, and balancing workload among employees; arranging for team member training
Oversee staff performance and ensure performance standards, financial goals, and metrics are being met, tracked, and reported
Monitor and document employee performance and progress of work
Provide fair, constructive, and timely feedback towards performance expectations and goals
Provide outstanding leadership and mentoring to the development and growth of the staff
The Supervisor will coordinate with the Tier 2 Service Providers in performing project and task management activities to deliver required services and meet project deadlines
Manage staffing levels to meet operational needs and the achievement of performance, quality, and metric standards to ensure delivery of contract and service levels
Forecast resource needs as well as hire, train, develop, coach, and engage employees
The ability to work a flexible schedule
Use summary and individual performance metrics to continuously improve service desk performance and achieve/exceed contractual Service Level Agreements (SLAs)
Assist with identifying and communicating departmental trends in technologies or processes that require additional training in order to meet SLAs
Ensure all assigned staff provide professional customer service and support
Support the development of Service Delivery Guide (SDG), Work Instructions, Customer Guides, Knowledge Base (KB) articles for the use of service desks agents
Support, document, and report on continuous improvement initiatives and participate in Lean 6 Sigma events
Follow-up on customer feedback and assist in resolving emergencies related to service quality or customer concerns
Identify and resolve workplace problems, including tardiness and absenteeism
Ability to resolve conflict resolution
Develop Risk and Mitigation strategies to ensure awareness of issues and a strategy is in place to ensure the operational expectations of ESD are met
Serve as an escalation point and provide oversight for critical and difficult customer service incidents
Provide reports and activity updates to Management
Support the Business Office, Quality Management, Project Management, Records Management, and Performance Management activities and initiatives
Be responsive to Program Management (PM) directions, requirements, and initiatives, functioning as the PM’s link to all ESD activities and tasks
Provide input and support in hiring and termination decisions including requesting approvals, posting job requisitions, and recommending personnel corrective actions
Identify, develop and implement appropriate front-end call menu messages and Tier 0 bulletins
For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide. GDIT 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, or veteran status, or any other protected class.