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FBI Deputy Customer Service Manager Location: US-ID-Pocatello Jobcode: ab2a6d2c0dc666b2d383a30172fcba71-122020 Email Job
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FBI Deputy Customer Service Manager:
- Knowledge of ITIL process and industry best practices
- Works with Incident Manager in verifying the resolution of critical incidents
- Ensures Tier 1 Service Desk personnel are trained for optimum effectiveness of customer interaction
- Understands and functions within Service and Operation Level Agreements with customers and solver groups
- Interacts with management and other solver groups to facilitate timely problem resolution
- Knowledge in the use of and application of metrics to increase efficiency and solve issues.
- Excellent communication skills.
- Ability to maintain and update Tier 1 Service Desk procedure and protocol manuals
- Ensures quality control is done by analyzing HP Service Manager incident progression to improve customer service to meet and exceed customer expectations
- Ensures FBI performance requirements, as set forth in this SOW, are met
- Reviews and analyzes metric reports and other supporting reports
- Provides program oversight
- Ensures day-to-day Service Desk and systems monitoring for all sites
- Provides detailed project status
- Identifies, addresses and reports on all risks and issues
- Reports to the Customer Service Manager
- Produces the performance metrics
- Participates in the Change Control Board, if necessary and Incident/Problem Resolution meetings
- Assesses the availability impact on the infrastructure from new and enhanced changes
- Recommends and implements approved performance and capacity monitoring tools
- Analyzes metric reports and makes necessary improvement recommendations
- Provides site coordination and management
- Ensures day-to-day Service Desk operations
- Ensures day-to-day systems monitoring responsibility
- Coordinates staffing and scheduling
Candidate must be a U.S. Citizen. An active final Top Secret clearance is required (Interim Top Secret cannot be accepted). This is a full-time position located in Pocatello, ID.
KMJJ Enterprise LLC
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