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Helpdesk Support Coordinator

Company: Electronic Consulting Services
Location: Norman
Posted on: November 8, 2019

Job Description:

ECS is seeking a Helpdesk Support Coordinator to work in our Norman, Oklahoma office.

Job Description:

* Facilitate maintenance support using an assigned group of resources in the operation of the MainteQnance Technical Support Center (MTSC) Helpdesk; a 24 x 7 geographically distributed operation. Evaluates the MTSC Helpdesk performance to optimize the use of assigned resources and improve the operational effectiveness of personnel and resources.

* Utilizing historical and real time data facilitates medium size group responsible for meeting established support service level agreements (SLA) in accordance with documented processes and procedures. Adjust resources in real time based on support volumes and critically of support required.

* Support customer in group / Tour schedule management encompassing Tier I support, projects, tasks, and training activities. Participates in schedule management activities to improve operating performance and efficiencies.

* Evaluates process, system, and equipment performance trends. Supports root cause analysis of Key Performance Indicator (KPI) falling below established baselines. Participates in continual improvement activities to increase operational performance and efficiencies.

* Generates and distributes reports to team members, Field Support Group, other customer entities, and senior management

* Provide training to new group members based on standard processes and procedures.

* Update KPIs, processes, procedures, records, and reports to reflect environment changes.

* Interface with subject matter experts (SMEs) and equipment managers on support provided and other integrated lifecycle support efforts.

* Provide input for group and individual performance based on established guidelines. Make recommendations for group and individual performance. Support group and individual performance development activities.

* Ensures compliance with established maintenance standards; safety regulations, and energy conservation practices.

* Work with other tour supervisors to provide seamless transition of support HelpDesk operations.

* Support knowledge management activities

* Performs other job related tasks in support of primary duties

Required Skills:

* Bachelor degree in management or technical field is desired.

* Equivalent military or professional experience can be substituted for Bachelor degree.

* Must be US Citizen or Green Card Holder

* Must be able to obtain a Public Trust Clearance.

* Significant management / supervisory experience in a technical environment

* Significant process management experience; managing process against Key Performance Indicators (KPIs)

* Enterprise management software or call center software experience

* Strong customer service skills

* Well-developed human relations and oral/written communication skills

* Significant Microsoft Office experience (MS Excel, Office, PowerPoint)

* Ability to type 30+ wpm a plus

* Ability to adjust schedule to cover other shifts and/or weekends when necessary.

Desired Skills:

* Structured continual improvement experience such as Six Sigma

* HelpDesk / Call Center experience

* Scheduling experience

* ITIL certification or experience

* PMP certification or experience

* ServiceNow experience

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 2300+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

Keywords: Electronic Consulting Services, Norman , Helpdesk Support Coordinator, Other , Norman, Oklahoma

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