Lead TAC

TEKsystems•Kansas City, MO

5d•$30 - $40•Onsite

About The Position

Work within a team of Technical Assistance Center professionals to include providing Tier 1 and Tier 2 staff in support of mission-critical systems working 24x7x365 over multiple shifts. • Process/Respond to Service Requests and Incidents. Manages and coordinates urgent and complicated support issues. Act as an 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 the root cause of issues and communicate appropriately to internal and external customers. • Incident recognition, research, isolation, resolution, and follow-up steps. • Review software, hardware, and documentation rollouts to ensure staff has a full understanding of requirements/training prior to deployment. • Provide data and reporting of KPIs and trends and others ad-hoc, weekly, monthly, and as needed. Will drive Ticket Deep Dives and develop strategies for improvement. Work to make the Technical Assistance Center the single source of truth and service delivery channel for customer support. Monitor and manage phone queues (participating in escalated calls as needed). • Coordinate with the Incident Management Analyst (s) and Operations Manager on incidents and Continued Process Improvement of incidents regularly. • Coordinate and communicate between the MCEITS Operations processes, personnel, and procedures, the EIS Tier II and III support personnel, the EIS Project Management Personnel, and potentially direct communications with SharePoint users, site owners, and USMC general officers.

Requirements

Must have 6 years experience with a high school degree or 2 years experience with a bachelor's . Looking for someone who can work tier I & II support 24/7 environment
Experience with data center monitoring tools (HP preferred)
Customer-focused manager driven to provide customer satisfaction
Excellent organizational skills
Innovative in looking for ways to improve Incident resolution and customer service
Network Support
Customer Relations
Sharepoint
Windows
Active directory
Troubleshooting
Help desk support
Office 365
All candidate must be eligible to obtain a DoD/DSS Secret Clearance, or have one which is active.
U.S. Citizenship is required

Responsibilities

Process/Respond to Service Requests and Incidents.
Manages and coordinates urgent and complicated support issues.
Act as an 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 the root cause of issues and communicate appropriately to internal and external customers.
Incident recognition, research, isolation, resolution, and follow-up steps.
Review software, hardware, and documentation rollouts to ensure staff has a full understanding of requirements/training prior to deployment.
Provide data and reporting of KPIs and trends and others ad-hoc, weekly, monthly, and as needed.
Drive Ticket Deep Dives and develop strategies for improvement.
Monitor and manage phone queues (participating in escalated calls as needed).
Coordinate with the Incident Management Analyst (s) and Operations Manager on incidents and Continued Process Improvement of incidents regularly.
Coordinate and communicate between the MCEITS Operations processes, personnel, and procedures, the EIS Tier II and III support personnel, the EIS Project Management Personnel, and potentially direct communications with SharePoint users, site owners, and USMC general officers.