OverviewWorking across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.The Service Desk Administrator II proactively manages the service desk operations and supervises Service Desk Administrator Level I and ADPE Technicians I in the performance of their duties. Responsible for ensuring sufficient staffing across all support lanes, monitoring call performance and incident response metrics, and providing high-level of communication and technical support. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory.
This position offers company-paid housing and transportation, a completion bonus and tuition reimbursement program! You must satisfy all host country requirements to legally work in the host country to include but not limited to the ability to obtain and maintain a host nation visa and host nation driver’s license in order to be qualified for this position.Responsibilities
- * Proactively oversees and manages the service desk operations and staff.
- Ensures that sufficient staffing and skill levels are maintained throughout operational and prime hours in order to meet service level targets by managing shift staffing schedules, allocations and assignments.
- Act as an escalation point where difficult or controversial calls are received.
- Produces daily, weekly and monthly service desk performance metrics, statistics and management reports; and provides direct feedback to the staff on report findings.
- Monitors service desk and incident performance metrics, identifies improvement opportunities, and implements corrective action when needed.
- Assumes roles and responsibilities of Service Desk Administrators, first-line support via multiple channels (calls, walk-ins, email, self-service), Remedy queue and/or accounts administrator when workloads are high and additional experience is needed, staffing is insufficient or as required by operations.
- Establishes efficient, working relationships with the Information Management officers (IMOs), customer chain of command, and senior management. Report any issues that could significantly impact services.
- Represents the service desk at meetings. Arranges staff training and awareness; and performs briefings as needed to the service desk staff on changes or deployments that may affect customer service volumes.
- Ensures all documented policies, processes, and work-flows are being followed by the service desk staff; and identifies, updates and implements changes to continually improve and streamline processes.
- Provides senior level technical support to the service desk staff, IMOs and customers; in addition to having the technical ability to accurately determine call routing for Remedy incidents that cannot be immediately resolved at the service desk.
- Takes overall responsibility for incident and service request handling.
- Performs other duties and assignments as required.
Qualifications* Qualifications
* Security Clearance:
* Requires an active Secret Clearance.
* Education / Certifications: One year of related experience may be substituted for one year of education if a degree is required.
+ High School diploma or GED required.
+ This position requires candidates to adhere to DoD 8570.01M. All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. Baseline certifications cannot also be used as a Computing Environment (CE) certification.
+ The authorized certifications for this job title are listed as follows:
- BASELINE:
- Cisco: CCNA Security
- Cisco: CCNP Security
- CompTIA: A+ ce
- CompTIA: CASP+ ce: Advanced Security Practitioner
- CompTIA: CySA+ ce: Cybersecurity Analyst
- CompTIA: Network+ ce
- CompTIA: Security+ ce
- CompTIA: SecurityX ce
- GIAC: GCED: Certified Enterprise Defender
- GIAC: GCIH: Certified Incident Handler: Certified Incident Handler
- GIAC: GICSP: Industrial Cyber Security Professional
- GIAC: GSEC: Security Essentials
- ISACA: CISA: Certified Information Systems Auditor
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ISC2: CISSP (or Associate): Certified Information Systems Security Professional
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COMPUTING ENVIRONMENT (CE):
- CompTIA: Server+
- Microsoft: 365 Certified: Endpoint Administrator Associate
- Microsoft: 365 Certified: Enterprise Administrator Expert
- Microsoft: 365 Certified: Messaging Administrator Associate
- Microsoft: 365 Certified: Modern Desktop Administrator Associate
- Microsoft: 365 Certified: Modern Desktop Administrator Associate
- Microsoft: 365 Certified: Security Administrator Associate
- Microsoft: Certified: Azure Administrator Associate
- Microsoft: Certified: Azure Database Administrator Associate
- Microsoft: Certified: Azure Security Engineer Associate
- Microsoft: Certified: Azure Solutions Architect Expert
- Microsoft: Certified: Identity and Access Administrator Associate
- Microsoft: Certified: Information Protection Administrator Associate
- Microsoft: Certified: Security Operations Analyst Associate
- Microsoft: MCSA: SQL 2016 Database Admin
- Microsoft: MCSA: SQL 2016 Database BI Development
- Microsoft: MCSA: SQL 2016 Database Dev
- Microsoft: MCSA: Windows 10
- Microsoft: MCSA: Windows Server 2012
- Microsoft: MCSA: Windows Server 2016
- Microsoft: MCSE: Cloud Platform and Infrastructure
- Microsoft: MCSE: Core Infrastructure
- Microsoft: MCSE: Database Management and Analytics
- Microsoft: MCSE: Enterprise Devices and Apps
- Microsoft: MCSE: Private Cloud 2012
- Microsoft: MCSE: Productivity Solutions Expert
- Microsoft: MCSE: Server Infrastructure 2012
- Microsoft: MCT: Certified IT Professional
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Microsoft: MCT: Certified Systems Administrator
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Experience: One year of related academic study above the high school level may be substituted for one year of experience up to a maximum of a 4-year bachelor's degree in a Software Engineering or Business Information Systems discipline for three years general experience.
- Should have a minimum of four years of experience in a Customer Service environment and one to two years in a service desk environment.
- Proven experience with leading a workforce in a high-tempo environment.
- Excellent customer service skills are mandatory.
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Experience with a customer service-oriented company.
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SUPERVISORY / BUDGETARY RESPONSIBILITIES
- At least two years of supervisory or lead experience is preferred.
- Update proprietary applications regarding:
- Update section employee daily status, leave, sick, on site, etc.
- Verify and track accomplishment of section monthly or quarterly safety and compliance training
- Purge section employee expired certifications.
- Verify section employee compliance training in Virtual Training Record.
- Verify section vehicle logs are being kept accurately and uploaded.
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Ensure section personnel are maintaining their 8570 / 8140 certifications.
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Review weekly training compliance reports for accomplishment prior to suspense.
- Review and approve leave forms ensuring before approval all compliance training is current.
- Coordinate transportation and integration of new and returning employees.
- Document and promptly counsel poor performance and policy violations.
- Enforce all V2X, GO 1, and dress code policies.
- Provide annual employee appraisal feedback in a professional and constructive manner.
- Demonstrate V2X values Integrity, Respect, Responsibility, and Professionalism.
- Ensure the safety of personnel and monthly safety inspections are properly conducted.
- Communicate effectively up and down the chain of command.
- Manage work schedules.
- Conduct proper new and returning employee orientation and ensure employee thorough understanding and can accomplish all tasks in the Employee Job Certification (EJC).
- Work with employees and HR when emergencies or abnormal circumstances occur.
- To the best of your ability, render all decisions based upon our company values and principles of Integrity, Respect, Responsibility, and Professionalism.
Working Environment
- * The work environment will be 95% indoors and 5% outdoors.
- The outdoor work environment may exceed temperatures 100° F. Candidate must be able to physically withstand extreme heat.
Physical Activities
- * Must be capable of lifting, pushing, and pulling items weighing up to 50 lbs.
- Must be capable of wearing Personal Protective Equipment (helmet and plated vest) which can weigh 25 to 40lbs, for extended periods of time.
At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients.#clearance
