3 days old

Help Desk Operations Manager

Perspecta
New Orleans, LA 70112
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Business Group Highlights

Navy Marine Corps

The Navy Marine Corps business group provides end-to-end IT solutions to the Department of the Navy including transport, networking, end user hardware and services, cybersecurity and staffing. Using agile engineering and DevOps methods, we produce mission-specific solutions to solve the Fleet's challenges.

Responsibilities

Every day at Perspecta, we enable hundreds of thousands of people to take on our nation's most important work. Were a company founded on a diverse set of capabilities and skills, bound together by a single promise: we never stop solving our nation's most complex challenges.
Our team of engineers, analysts, developers, investigators, integrators and architects work tirelessly to create innovative solutions. We continually push ourselvesto respond, to adapt, to go further.
To look ahead to the changing landscape and develop new and innovative ways to serve our customers.
Perspecta works with U.S. government customers in defense, intelligence, civilian, health care, and state and local markets.
Our high-caliber employees are rewarded in many waysnot only through competitive salaries and benefits packages, but the opportunity to create a meaningful impact in jobs and on projects that matter.
Perspecta's talented and robust workforce14,000 strong'stands ready to welcome you to the team. Let's make an impact together!

Perspecta has an immediate need for an Help Desk Operations Manager with an active Secret Clearance. The candidate that fills this role will be expected to:

Communicate and gather business intelligence requirements from government leadership, and translate them into technical processes and procedures.

Generate narratives and visualizations of data sources that arrest attention and invoke the call to service improvement.

Prepare monthly status report for Government.

Assess Talent Pipeline and conduct interviews

Implement Government-approved wellness initiatives for the ESD Service Desk environment

Interface with USMC leadership and make recommendations for improvements

Use enterprise call volume as a metric to recognize anomalous activity

Conduct ongoing ticket trend analysis, to increase overall situational awareness

Manages client relationships

Manages operational process and procedures to ensure internal stakeholders satisfaction

Interacts with civilian and military officials

Communicates the direct value our capabilities will provide to our business partners and customers

Manages internal as well as external resources with a team size greater than 30 people

Mentors and encourages skill development of project team members through others

Provides detail performance review input and development recommendations for key contributors

Mentors others, providing a role model and support for individual development


Qualifications

Qualified candidates will meet or exceed the following:

  • First level university degree, 5- 8 years experience in service desk or contact center management.
  • Preferred Certifications: CompTIA SEC+ CE
  • Demonstrates knowledge of key company services' operational policies, processes and methodologies applicable to project management
  • Prior experience managing Enterprise Service Desk or contact center teams
  • Working knowledge of Remedy or other CRM's
  • Hands on knowledge of Workforce Management principles; ex) Cisco, Unified Workforce Management tool.
  • Has an extensive understanding of personnel leadership and conflict resolution techniques for a fully operational service desk environment.
  • Active Secret Clearance is required.

About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector.

Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.

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As a government contractor, Perspecta abides by the following provision
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Posted: 2019-09-14 Expires: 2019-10-14

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Help Desk Operations Manager

Perspecta
New Orleans, LA 70112

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