3 days old

Customer Technical Support Supervisor

Kearneysville, WV 25430
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Peraton Overview

Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our 22,000 employees do the cant be done, solving the most daunting challenges facing our customers.

We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.

As a government contractor, Peraton 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 the 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 contractors legal duty to furnish information. 41 CFR 60-1.35(c).

Qualifications
  • Must be a United States Citizen
  • Must have an active Public Trust or be eligible to apply for and obtain one.
  • The MOO shall have an Associates Degree (Business, Engineering or similar) or higher.
  • A minimum 10 years of call center management experience may be substituted in lieu of a degree.
  • It is desired the MOO have 7 years experience with Private Branch Exchange (PBX) systems, Automatic Call Distribution systems and other application help desk support technologies.
  • MOO shall have a background in Information Technology/Service Management frameworks and methodologies (ITIL, CMM, ISO, HDI and AGILE).
  • MOO should have experience in financial management, implementing new technologies to leverage the workforce and can train others, and have strong interpersonal, writing and presentation skills.

Responsibilities

The Manager for Operations and Oversight (MOO) will be responsible for the day-to-day operations of the application support desk. The MOO will be focused on scheduling personnel, staffing levels, providing appropriate measurement criteria on a daily, weekly, monthly, quarterly, and annual basis. The MOO will be responsible for ensuring the day to day operations are aligned to meet the Coast Guards goals and targets and for analyzing statistical data to optimize staffing and support desk systems. The Manager will be required to respond to data calls in a timely manner. The MOO will be responsible for overseeing the proper operation of onsite resources including but not limited to the Avaya Aura Automatic Call Distribution system and statistical data management collected in the application support desk database. The Manager will be responsible for making continuous improvement recommendations to the Coast Guard on the operation of the application support desk. The MOO shall interface with the C5ISC Technical Organizations as well as the Centralized Service Desk, C5ISC and other organizations throughout the Coast Guard in support of a customer issue and should have a customer friendly demeanor and maintain professionalism at all times. The MOO will have a high emotional intelligence and demonstrated leadership in managing personnel needs.

Industry

  • Information Technology
Posted: 2021-06-12 Expires: 2021-07-12

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

Sponsored by:
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Customer Technical Support Supervisor

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Kearneysville, WV 25430

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