Computer Services Manager, Sr. (Eastern Range)

By Light HQ•Cape Canaveral, FL

2d•Onsite

About The Position

By Light Professional IT Services is seeking a Computer Services Manager to join our team. This position is responsible for responding, prioritizing, and coordinating resolution of service requests residing on Air Force networks (NIPR/SIPR).

Requirements

Bachelor’s Degree (and) 4 years of related experience. Without a Bachelor’s/Technical Degree, 8 years of related experience is required
Meet or exceed DoD 8570.1 requirements as follows: Information Assurance Technical (IAT) Level II which consists of either: Security+ CE, GSEC, or SSCP
Active DoD Secret Clearance

Nice To Haves

Experience working in an environment supporting Executive customers with information technology requirements
Familiarity with Air Force BMC Remedy system
Familiarity with Air Force CIPS system

Responsibilities

Supervision of Customer Service Representatives and Computer Services Engineers
Timesheet approver
Operational Manager
Escalation point of contact for the contract structure
Actively monitor the Service Level agreements to ensure the metrics are met
Monitor and perform Q/A Functions on tickets and SOPs
Ensure the completeness and accuracy of tickets
POC for technical escalation within the team and to tier 3/4 support
Weekly and monthly reports as required by management to include status of projects/Operations
Queue management for the region/team
Provide remote support as well as onsite support for customers at PSFB, CCSFS, and GSU’s, and Very Important Persons (VIPs) as necessary
Interface for all service requests related to SLD45 Communications environment and mission applications
Provide Operations & Maintenance (O&M) support of the Delta
Provide timely acknowledgement of service requests, problem identification, root cause analysis, escalation, resolution, and closure for all service requests
Response to service requests shall be based on the prioritization level and SLAs identified by the Government
Ensure customer satisfaction benchmarks and current metrics are tracked
Provide a status on service requests for users (i.e., via an automated self-accessible portal or through direct follow-up communication)
Provide end-user account administration services (add/change/remove)
Provide deskside support to resolve customer service requests