Job-Specific Essential Duties and Responsibilities:
- Serve as the central point of contact for day-to-day OSC operational oversight and coordinate with contract and government stakeholders when support issues arise.
- Lead, motivate, schedule, and manage OSC operators to support optimal performance and mission-critical coverage, accounting for holidays, paid time off, and rotational on-call requirements.
- Provide guidance, coaching, and hands-on assistance to ensure the OSC team meets established SLAs and delivers timely, high-quality customer support.
- Ensure OSC operators respond to customer requests through phone and IT-based communication tools and troubleshoot or resolve incidents as directed.
- Monitor response times, resolution quality, first-call resolution, ticket volume, and other service metrics; identify trends and implement methods to improve operational performance and customer satisfaction.
- Assess incident impact and urgency, ensure critical issues are prioritized within established SLAs, and communicate clear, concise status updates to internal teams, contract management, and government stakeholders.
- Ensure incident records accurately document classification, impact, escalation, troubleshooting, resolution, and closure activities to support daily, weekly, and Program Management Review (PMR) reporting.
- Gather, validate, analyze, and present OSC operational metrics and PMR reporting to OSC management and contract leadership.
- Create recurring and ad hoc operational reports as needed to support leadership visibility, decision-making, and customer requirements.
- Use monitoring and ticketing tools to proactively identify and address potential issues and generate reports on incident trends.
- Assist in developing and maintaining formal standard operating procedures, work instructions, and knowledge resources to improve consistency and operational productivity.
- Create, submit, track, and follow up on access requests for newly assigned OSC operators.
- Prepare the support team for new product and service releases and participate in the organization’s change management process.
- Develop and maintain training activities that strengthen business, customer service, and technical knowledge across the OSC team.
- Participate in interviews for new OSC operators and provide input regarding operator development and advancement.
- Maintain current knowledge of help desk and service management best practices, industry trends, and their potential impact on support operations.
- Other tasks as assigned.
Job-Specific Minimum Requirements:
- Active Secret clearance is required.
- Due to contract requirements, only US Citizens can be considered.
- At least 12 years of related professional experience in help desk, service desk, operations support center, or comparable IT support operations.
- Thorough knowledge of help desk operations, IT service management best practices, industry trends, and customer service principles.
- Demonstrated experience influencing positive change across sites within a help desk, service desk, operations support center, call center, or comparable customer support environment.
- Demonstrated ability to lead shift teams through structured coaching, clear direction, and leadership by example.
- Experience managing schedules, staffing, performance, interviews, training, and resource coverage in a mission-critical support environment.
- Ability to identify incident root causes, develop solutions, restore normal operations, and resolve day-to-day operational problems.
- Ability to assess incident impact and urgency and ensure critical issues are addressed within established SLAs and stakeholder expectations.
- Excellent written and verbal communication skills, including the ability to communicate incident updates clearly and concisely to internal teams, contract management, and government stakeholders.
- Proficiency with Microsoft Word, Excel, Outlook, and PowerPoint.
- Experience managing teams and/or clients across multiple locations and strong customer-facing skills.
- Candidates must reside within a commutable distance for daily onsite work and on-call requirements.
- Ability to support systems requiring 24x7x365 uptime, meet recall requirements, and participate in a rotational on-call schedule as needed.
Preferred Skills and Qualifications:
- ServiceNow experience.
- ITIL Foundation certification.
- Prior DHS suitability.
- Experience supporting the migration or implementation of ticketing platforms or service management applications.
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