Customer Service Desk Site Lead at Aleut Federal, LLC in Colorado Springs, Colorado

Job Description:

Aleut Federal, LLC


Job Category: Technology
Requisition Number: CUSTO002789

Posted: December 17, 2024
Schedule: Full Time
Location: Colorado Springs, CO 80919, USA

Job Details

Description

Aleut Federal is an Alaskan Native-owned enterprise dedicated to supporting the Unangax people of the Aleutian Islands. We provide top-notch service to various branches of the federal government and prioritize community involvement. Our culture encourages growth, diversity, and inclusion, and our motto, "We are One", reflects our unity and purpose.

Aleut Federal is seeking a Customer Support Desk (CSD) Site Lead. The CSD Site Lead is motivated, organized and highly technical. The CSD Site Lead manages staff to ensure successful daily operations, high performance and productivity and customer satisfaction. The CSD Site Lead’s main objective is to rapidly resolve technology issues that are reported via ServiceNow ticketing system or in-person.

Responsibilities:

• Manage day-to-day Help Desk functions and activities
• Manage the help desk ticketing system via the ServiceNow tool
• Manage high-level customer complaints and provide immediate resolution
• Provide oversight for Executive Communications support
• Provide oversight for VTC support activities
• Oversee issuance of IT equipment
• Oversee troubleshooting and installation of IT equipment
• Support VIP / Executive Staff site visits
• Support USSPACECOM exercises and schedule accordingly
• Ensure subordinates maintain required certifications
• Communicate employee expectations, conduct performance reviews, deliver performance evaluations, and follow the disciplinary process according to company policy
• Interview job candidates and provide leadership with feedback/recommendations
• Support HR with the onboarding process
• Perform safety inspections and ensure staff follows required procedures to prevent hazards
• Direct and mentor Service Desk Technicians and System Administrators assigned to CSD
• Engage relevant functional and technical teams for assistance when necessary
• Schedule personnel based on initiatives and prioritization
• Coordinate staff vacation schedules
• Cross-train staff to support specific roles and surge activities
• Cross-train staff with the ability to support Executive Comms, CSD, and Mobile Device Management functions
• Provide status reports, metrics and trending reports to the Current Operations Manager
• Ensure staff has proper access to areas within the facility
• Ensure staff follow corporate policies

Requirements:

• TS Security Clearance with eligibility for SCI
• Security+ (SEC+) Certification or equivalent
• At least three (3) years of government contracting or equivalent experience required
• Must have experience interacting with technical and business stakeholders
• Excellent written and interpersonal skills
• Good client management skills
• Well-developed arbitration skills with the ability to remain impartial
• Ability to manage multiple tasks simultaneously

Preferred:

• Experience with ServiceNow
• ITILv4 certification
• Project Management Professional (PMP) or Certified Associate Project Management (CAPM) certification a plus
• Proven experience in a managerial or supervisory role
• Bachelor’s Degree from an accredited university in Information Technology, Computer Science or Management

Locations: This position will be expected to perform duties at any customer facilities within Colorado Springs.

Rate: $90K-$100K

Closing Date: We will be accepting applications for this position until 06/ JAN / 2025 at 4:59 pm EST.

Aleut offers the following benefits to eligible employees:

• Health insurance
• Dental/Vision Insurance
• Paid Time Off
• Short- and Long-Term Disability
• Life insurance
• 401k, and match

EEO Statement:

Aleut Federal, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or genetics. In addition to federal law requirements, AF complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination,

Hiring Manager: Michael P. Bates

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