Unisys Federal Systems

  • VIP Services Task Lead

    Job Locations US-VA-Arlington
    Req ID
    2018-4176
    Industry
    Federal Systems
    FT/PT
    Full-Time
    Category
    Customer Service/Support
    Clearance
    Top Secret/SCI
    Travel Percentage
    0-25%
  • Summary / Description

    We are currently seeking a motivated, career and customer service oriented VIP Services Task Lead to join our team in Arlington, VA to begin an exciting and challenging career with Unisys Federal Systems. 

     

    Duties:

    • Serves as contractor’s single point of contact for desk side VIP IT services
    • Strong Customer Service experience and skills
    • Serves as VIP Services Team Leader
    • Strong proactive customer service skills
    • Liaison between service desk operations and VIP customer’s for issues related to customer satisfaction, service desk ticket failures, and updates to process/policy changes
    • Review tickets to ensure consistency in documentation to standards
    • Actively participate and lead customer status calls
    • Communicate action plans to VIP customer base during outages or impact to service desk operations
    • Support continuous process improvements to improve performance levels
    • Drive VIP client satisfaction with their IT services

    Requirements

    Education: Must have a minimum of a B.A., B.S., in an IT related field

    .

    Experience: 

    • Must have a minimum of 5 years’ experience delivering exceptional hands on, desk side VIP IT support to very demanding clients. People skills, leadership and attention to detail are just as important as technical skills.  Must be able to demonstrate multi-year experience in the following areas:
    • Providing strong proactive customer service skills.
    • Being “that guy” everyone relies upon to fix IT and communications issues when the heat is on.
    • Professional demeanor, a high level of IT and communications skills combined with the confidence and proven experience so when you and your team turn over a device to a senior executive you know that it will work.
    • Meeting demanding service level agreements with challenging clients.
    • Knowledge of Pentagon culture is a plus, military experience is a must.  Ideally a senior communications NCO or Warrant Officer.  WHCA experience desired.
    • Help Desk/ Service Desk management experience is a plus.
    • Experience with ITSM suites such as BMC Remedy, ServiceNow, or HP Service Manager is a plus.

    Certification(s): 

    • Must meet DOD 8570 IAT Level II, Microsoft WIN 10 certification 70-697 or 698 or WIN 10 Skillport, ITIL v3 Foundations; HDI Support Center Team Lead (HDI-SCTL) or higher is desirable

    Security Clearance

    • Current DoD Top Secret

    About Unisys

    Do you have what it takes to be mission critical?


    Your skills and experience could be mission critical for our Unisys team supporting the Federal Government in their mission to protect and defend our nation, and transform the way government agencies manage information and improve responsiveness to their customers.  As a member of our diverse team, you’ll gain valuable career-enhancing experience as we support the design, development, testing, implementation, training, and maintenance of our federal government’s critical systems.


    Apply today to become mission critical and help our nation meet the growing need for IT security, improved infrastructure, big data, and advanced analytics.


    Unisys is a global information technology company that solves complex IT challenges at the intersection of modern and mission critical. We work with many of the world's largest companies and government organizations to secure and keep their mission-critical operations running at peak performance; streamline and transform their data centers; enhance support to their end users and constituents; and modernize their enterprise applications. We do this while protecting and building on their legacy IT investments. Our offerings include outsourcing and managed services, systems integration and consulting services, high-end server technology, cybersecurity and cloud management software, and maintenance and support services. Unisys has more than 23,000 employees serving clients around the world.


    Unisys offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits. To learn more about Unisys visit us at www.Unisys.com.


    Unisys is an Equal Opportunity Employer (EOE) - Minorities, Females, Disabled Persons, and Veterans.
    #FED#

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