Posted: December 17, 2024 Schedule: Full Time Location: Colorado Springs, CO 80919, USA
Job Details
Description
Aleut Federal is an Alaskan Native-owned enterprise dedicated to supporting the Unangax people of the Aleutian Islands. We provide top-notch service to various branches of the federal government and prioritize community involvement. Our culture encourages growth, diversity, and inclusion, and our motto, "We are One", reflects our unity and purpose.
Aleut Federal is seeking a Customer Support Desk (CSD) Site Lead. The CSD Site Lead is motivated, organized and highly technical. The CSD Site Lead manages staff to ensure successful daily operations, high performance and productivity and customer satisfaction. The CSD Site Lead’s main objective is to rapidly resolve technology issues that are reported via ServiceNow ticketing system or in-person.
Responsibilities:
Manage day-to-day Help Desk functions and activities
Manage the help desk ticketing system via the ServiceNow tool
Manage high-level customer complaints and provide immediate resolution
Provide oversight for Executive Communications support
Provide oversight for VTC support activities
Oversee issuance of IT equipment
Oversee troubleshooting and installation of IT equipment
Support VIP / Executive Staff site visits
Support USSPACECOM exercises and schedule accordingly
Communicate employee expectations, conduct performance reviews, deliver performance evaluations, and follow the disciplinary process according to company policy
Interview job candidates and provide leadership with feedback/recommendations
Support HR with the onboarding process
Perform safety inspections and ensure staff follows required procedures to prevent hazards
Direct and mentor Service Desk Technicians and System Administrators assigned to CSD
Engage relevant functional and technical teams for assistance when necessary
Schedule personnel based on initiatives and prioritization
Coordinate staff vacation schedules
Cross-train staff to support specific roles and surge activities
Cross-train staff with the ability to support Executive Comms, CSD, and Mobile Device Management functions
Provide status reports, metrics and trending reports to the Current Operations Manager
Ensure staff has proper access to areas within the facility
Ensure staff follow corporate policies
Requirements:
TS Security Clearance with eligibility for SCI
Security+ (SEC+) Certification or equivalent
At least three (3) years of government contracting or equivalent experience required
Must have experience interacting with technical and business stakeholders
Excellent written and interpersonal skills
Good client management skills
Well-developed arbitration skills with the ability to remain impartial
Ability to manage multiple tasks simultaneously
Preferred:
Experience with ServiceNow
ITILv4 certification
Project Management Professional (PMP) or Certified Associate Project Management (CAPM) certification a plus
Proven experience in a managerial or supervisory role
Bachelor’s Degree from an accredited university in Information Technology, Computer Science or Management
Locations: This position will be expected to perform duties at any customer facilities within Colorado Springs.
Rate: $90K-$100K
Closing Date: We will be accepting applications for this position until 06/ JAN / 2025 at 4:59 pm EST.
Aleut offers the following benefits to eligible employees:
Health insurance
Dental/Vision Insurance
Paid Time Off
Short- and Long-Term Disability
Life insurance
401k, and match
EEO Statement:
Aleut Federal, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or genetics. In addition to federal law requirements, AF complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination,
