Job Description

Overview

Working 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.

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. Program: OMDAC-SWACA

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 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.

+ The work environment will be 95% indoor and 5% outdoor.

+ Perform additional duties as assigned.

Qualifications

+ Qualifications:

+ Education / Certifications:

+ High School diploma or GED required.

+ This position requires candidates to adhere to DoD 8570.01. 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:

+ IAT Level: IAT I

+ 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

+ 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

+ ISC2: CISSP (or Associate): Certified Information Systems Security Professional

+ ISC2: SSCP: Systems Security Certified Practitioner

+ COMPUTING ENVIRONMENT (CE):

+ CompTIA: Server

+ + Microsoft: 365 Certified: Enterprise Administrator Expert

+ Microsoft: 365 Certified: Messaging 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

+ Microsoft: MCT: Certified Systems Administrator

+ Microsoft: MD-100: Windows Client

+ Microsoft: MTA: Microsoft Technology Associate

+ Microsoft: MTA: Windows Server Administration Fundamentals

+ Experience: One year of related experience may be substituted for one year of education.

+ 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.

We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.