• Job Description

  Req#: 521983

  Job Description:

  NASA Enterprise Services Desk Operations Manager

  Business Unit: NASA Enterprise Services Desk (ESD)

  Reports to: Director, Enterprise Shared Center

  Locations: Stennis, MS | Philadelphia, PA | Remote

  Summary:

  Manage the daily operations of the NASA Enterprise Services Desk (ESD). The ESD is a 24-hour/365 days a year enterprise Technical Help Desk. Responsible for contractual Service Level Agreements (SLAs) are met. Must be able to research, identify and explain technical problems and resolutions. Manages the entire technical support activity from root cause analysis on incidents, escalation processes, management reporting, knowledge management coordination, coordination with training team, back office functions, tier one and tier two help desk functions, hardware support and coordination with subcontractors. Ensures processes promote maintenance of all quality levels. Coordinates with other NASA departments for issues and escalations that derive from a Tier 1 interaction. Manages technical staff that perform day to day tasks. Liaison with senior management at NASA regarding technical support and improvement projects. Other tasks performed as required. Recommends and implements changes, subject matter changes, and ensures smooth transition of new releases and applications into Tier 1 NASA ESD support.

  Essential Duties and Responsibilities include the following; other duties may be assigned:

  • Manage the NASA Support Center (Technical Help Desk).
  • Manages staff of approximately fifty personnel performing technical functions for the help desk
  • Manages subcontractor relationships as regards day to day duties and service levels and functions during transition and post-transition
  • Ensure the Service Level Agreements with the NASA customer are met.
  • Attend phone conference as well as travel to different locations for conferences and training (if required).
  • Attend meetings with NASA and provide update on overall ESD performance and open issues
  • Responsible for leadership development and performance feedback of Tier 1 and Tier 2 technical team leads and Tier 1 Web Services teams.
  • Resolves problems by clarifying issues; researching and exploring answer and alternative solutions; implementing solutions; escalating unresolved problems.
  • Fulfills requests by clarifying desired information; completing transaction; forwarding requests.
  • Explains additional services by recognizing opportunities to assist the Service Member in areas other than those questioned.
  • Advocate of providing first call resolution.
  • Customer Service focused. Providing excellent customer service to callers is our #1 priority.
  • Develop and monitor processes to ensure help desk tickets and Tier 1 Web cases are accurate, closed only when resolved, escalated following procedures and customer accuracy is maintained.
  • Keeps equipment operational by following established procedures; reporting malfunctions.
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests; explores opportunities to add value to job accomplishments.
  • Ability to multi-task
  • Strong written skills as meetings, action items, and reports are routine in this help desk
  • Strong verbal communications skills.
  • Strong interpersonal skills.
  • Responsible for coordinating with other departments that all reporting weekly and month as well as the Trend Analysis, and the Senior Management Review (SMR) are accurate.

  Qualifications:

  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Strong leadership skills and experience is a must (preferably in call center environment). Should have technical information technology background and proficiencies. Military systems proficiency desired. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  Education and/or Experience:

  BS Degree or equivalent experience plus education. Requires experience with NASA technical support and systems. Preferably call center, technical support, help desk or other customer service experience required. Years of related experience acceptable. ITIL certification and/or Help Desk International (HDI) certifications desired. Other technical certifications in areas such as networking, operating systems, or database technology also desirable.

  Security Clearance:

  Must maintain security clearance with NASA of a favorable Public Trust.

  Communication Skills:

  Ability to comprehend basic instructions and correspondence. Ability to compose and understand project plans, technical plans, written e-mails regarding technical concepts. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to write plans for multi-department activities, communicate plans, and carry out plans to effective completion such as for launch of new NASA applications that impact multiple areas.

  Mathematical Skills:

  Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Understanding of percentages.

  Reasoning Ability:

  Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Must be detail-oriented and customer focused. Must have proven research and problem-solving skills. Excellent communication skills and organizational skills are required, along with the ability to work independently with minimal supervision.

  Physical Requirements:

  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Such accommodations must be directly related to the work being performed, and must be readily available and financially assessable to the employer.

  While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

  Work Environment:

  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. This position is required to be in office during normal working business hours of 8 a.m. to 5 p.m. weekdays and may rotate from time to time to assist with weekend management. This position only teleworks during COOP scenarios.

  
  

  EEO/Disability/Vets

• About the company

  InspiriTec is an award-winning provider of call center solutions which affirmatively hires people with disabilities. Located in USA..

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