We are currently seeking a motivated, career and customer oriented IT Service Center Site Operations Manager (SITEOPSMGR) to join our team in Fort Belvoir, VA, to begin an exciting and challenging career with Unisys Federal Systems.
The SITEOPSMGR is defined as the on-site contractor liaison between the Government PM/COR and the Service Desk Operation and will manage the performance of Tier 0 and Tier 1 services & support to clients (internal and external) and ensure that service levels are achieved. Ensures that customer expectations are met or exceeded and is responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
In this role you will:
Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
Train, coach and mentor Service Desk agents including career development. Oversee staff activities. Works with AESD training team to recommend/develop training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. Working with Unisys Recruiting staff, provide local outreach and interviews in support of recruiting operations.
Provide data and reporting of KPI’s and SLA’s and trends to AESD PMO and Government in ad-hoc, weekly, monthly and as needed. Works with Service Excellence Office to drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage telephony queue. Coordinate with AESD Incident and Problem Management teams.
Work with AESD Knowledge Management to ensure relevant and up-to-date knowledge articles are available to the staff. Work with Customer and AESD PMO to develop Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.
Set Clear and measurable expectations and standards of performance.
Serves as expert to the Program Management Office (PMO) for the client as the service desk leader.
Support Inventory Management of all Government Furnished Equipment and Unisys Equipment.
Manage day-to-day operations of Ft Belvoir Service Desk and the physical security requirements of the facility.
Bachelors degree in business, CIS, marketing, or other related discipline or equivqlent life experience with 8-10 years of call center experience with 2 years management experience.
Must have or be able to obtain ITIL V3 Foundation Certification and ITIL OSA within 60 days of hire.
Experience working in service desk environment with Remedy ITSM 7.6, or 8.1., SIPR expereince desired
Competency in call center tracking tools.
Demonstrated ability to learn customer support processes and techniques.
Excellent analytical and problem solving skills.
Proven managment and people skills
Competency in MS Office Suite.
Specific Job Requirements:
United States citizenship
Current Secret Security Clearance
Current Security + Certification
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.