• Customer Service Field Support Manager

    Job Locations US-DC-DC Metro Area
    # of Openings
    1
    Category
    Information Technology
    Agency/Project
    New Agency
    Job ID
    2017-2348
  • Overview

    OBXtek Inc. is an established award-winning business providing information technology and professional management services to the federal government. OBXtek is a leader in its field and is committed to identifying, developing, and delivering innovative, mission-focused technical and logistical solutions to over 15 civilian and military partners in the Federal Government.

     

    As a prime contractor for 93% of our current work, we possess a robust corporate infrastructure that provides management oversight and support for all our programs. OBXtek pairs lessons learned across disciplines with industry standard quality practices such as CMMI-Dev Level III, ITIL, 6Sigma, PMI, and ISO to create processes that leverage best practices and result in novel, successful solutions.

    Responsibilities

    Responsible for Service Desk Operations; Incident Documentation, Response, Tracking and Resolution; Service Desk Knowledge Database; Tier II Field Support; and Technical Support including workstations, servers and local area network. Directs and manages field support personnel deployed to remote locations; break-fix of desktop, printers and peripherals; desktop deployment; application support; installations, moves, adds, changes (IMACs); troubleshooting; end user support; configure computers, service desk operations.

     

    Duties

    • Organizes, directs, and manages contract operation support functions, involving multiple, complex and inter-related project tasks.
    • Manages teams of contract support personnel deployed to multiple locations.
    • Maintains and manages the client interface at the senior levels of the client organization.
    • Meets with customer and contractor personnel to formulate and review task plans and deliverable items.
    • Break-fix of desktop, printers, associated peripherals, and perform “eyes and hands” support for remote locations.
    • Desktop configuration work including desktop deployment, application support, desktop application and operating system support.
    • Troubleshooting to diagnose issues.
    • Provide Microsoft software support.
    • Provide hardware support on laptops, desktops, and printers.
    • System imaging and deployment
    • Install and troubleshoot operation systems and standard business applications, including desktop systems, associated peripherals, and verification of operation.
    • Rollout hardware and software upgrades, implement new equipment and services, and assist with new product testing and special projects.
    • Develop and maintain up-to-date PC and accessories inventory and promote IT standards for field sites.
    • Respond to phone and e-mail inquiries that are placed in the support center and directly interact with customers to resolve local and network related issues.
    • Follow up with end users to ensure problems are resolved successfully and satisfactorily.
    • Provide IT training to customers to ensure successful use of IT equipment.
    • Document and revise all resolutions to be updated in IT knowledge base.

    Qualifications

    • 8+ years in customer service support operations.
    • ITIL v3 Foundation Certification preferred
    • Experience managing field support personnel deployed to remote locations
    • Experience with Incident Documentation, Response, Tracking and Resolution
    • Communication skills include oral, written, and formal presentations

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