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Help Desk Supervisor
Category: Other
  • Your pay will be discussed at your interview

Job code: lhw-e0-88315645

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Wolf Creek Federal Services

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  Job posted:   Sat Apr 14, 2018
  Distance to work:   ? miles
  1 Views, 0 Applications  
Help Desk Supervisor
Who we are and what we do...
Make more than money. Make a difference.
**Chugach Government Solutions (CGS) and subsidiaries...**
Our Mission is to set the standard for first-class business services in the global market. We offer an exciting work environment, competitive compensation, and excellent benefits.
CGS is a unique organization, capable of meeting the needs of the government through a long-range program of business planning, training, and sound business practices. CGS is the federal division of Chugach Alaska Corporation (Chugach), one of the twelve original Native Regional Corporations formed under the Alaska Natives Claims Settlement Act of 1971. Chugach is privately owned by Alaska Natives, and stock is not publicly traded.
CGS is a seasoned government contractor providing a wide span of services to our federal customers with over 25 years of experience in the industry. We seek consistency in quality and actively innovate, finding new ways of doing business that adds value to our customers. CGS currently operates on Department of Defense installations sprinkled across the United States and at OCONUS locations spread across the globe. With 12 subsidiaries specializing in facility maintenance, IT/technical services, construction, and education services, CGS offers a unique depth of services equipped to support the most critical missions.
EEO/AA Employer; Shareholder Hire Preference.
**_Preference shall be given to eligible and qualified Chugach shareholders, spouses and descendants, and shareholders of other Alaska Native Corporations. Chugach makes every effort to identify, hire, train, and promote shareholders._ Chugach is an equal opportunity/affirmative action employer. The company shall not discriminate against any employee or applicant because of race, color, religion, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, protected veteran status, marital status, genetic information or any other factor protected by law. CGS complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.**
**Summary/General Description Of Job:**
Responsible for the supervision of the 45th Space Wing Help Desk to ensure efficient work flow and provide the highest level of customer service. The Help Desk supports Patrick AFB, Cape Canaveral Air Force Station and Ascension Island Auxiliary Air Field. The work requires the ability to learn and apply established methods, procedures and techniques. Make sound judgement and communicate through the chain of command.
**Essential Duties & Job Functions:**
* Supervises the activities of the Client Services area required to ensure timely and accurate service. Supervises established operational objectives and work plans.
* Implements processes, tools, and training for staff to ensure highest level of customer service.
* Review and provide input to SLSs, MOAs, and MOUs that require Help Desk Support.
* Review and provide guidance to staff in resolution of difficult questions to ensure accurate technical support information. Identifies and resolves basic customer dissatisfaction and analyzes causes to define corrective action strategy.
* Monitors customer contacts with staff to ensure standards of quality are met.
* Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions.
* Monitors call center operation to ensure maximum efficiencies and make adjustments where necessary
* Be on call for after hour support as needed.
* Create documentation and training material for processes.
* Works independently, adapts to specific situations, resolves problems and deviations according to established practices or using independent judgement.
* Keep Management and 45th SCS Leadership informed of High Priority tickets
* Hold Work Center Review Board meetings with the production control work centers.
* Performs other duties as assigned.
**Accountable For:**
* Timely and cost effective performance of duties.
* Influencing, motivating and guiding a team's Continuous Improvement mindset
* Scheduling work assignments and supervising personnel.
* Planning and managing projects and processes.
* Producing accurate and effective records and reports for use in data reporting.
* Effectively coordinate a number of projects simultaneously.
* Demonstrated ability to work well under pressure.
* Effective written and oral communication skills.
* Demonstrating initiative and problem-solving skills.
* Able to deal with a variety of people in a professional, courteous manner in diversified situations
* Able to perform assigned work tasks with minimal supervision.
* This position is located at Patrick Air Force Base, Florida.
* Associates Degree. Equivalent combination of education and experience may be considered.
* Minimum 4 years of Help Desk Experience.
* Competence in Microsoft Office Skills
* Must be able to obtain and maintain a DoD Secret Clearance.
* Must be able to communicate effectively in English.
* Ability to pass employment background check and drug testing requirement.
* Ability to pass and maintain a CompTIA Security+ CE certification within 6 months of hire.
* U.S. citizen
* Bachelor's Degree.
* Prior Supervisory Experience.
* CompTIA Security+ CE Certification
* Active DoD Clearance
This position is contingent upon contract award.
*Primary Location:* US-Florida-PATRICK AFB
*Schedule:* Full-time
*Travel:* Yes, 5 % of the Time
*Number of Openings:* 1
*Job Number:* FL910058
*Req ID:* FL910058

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