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Service Center Site Lead

Req #: 129178
Location: Oklahoma City, OK US
Job Category: Project and Program Management
Security Clearance: Public Trust
Clearance Status: Must be Obtainable

Job Description

CACI International, Inc. (CACI) has an immediate opportunity for a Service Center Site Supervisor on a long-term opportunity providing mission-critical Enterprise IT Service Management solutions.  He or she will work in a team atmosphere and serve as the Service Center Site Supervisor is responsible for providing onsite oversight and leadership of the helpdesk call center.  The successful candidate will be able to manage complex performance-based program requirements involving multiple tasks and performing organizations.   This position is located in the Oklahoma City, OK area.  
 
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Management of staff, schedules and workload
- Setting priorities
- Resolving conflict
- Serving as subject matter expert for the helpdesk at Help Desk Call Center Facilities on a day to day basis
- Works to improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics
- Monitoring and analyzing results, and implementing changes
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
- Coaches and trains staff in established quality processes, procedures, and expected project deliverables
- Participate in Information Technology Service Management (ITSM) development teams to enhance the use and reporting of the ITSM system
- Other duties may be assigned
 
Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
 
Plans daily activities within the guidelines of company policy, job description and supervisor's instruction in such a way as to maximize personal output.
 
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and co-workers.  Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources.  Will immediately correct any unsafe conditions as the best of own ability.
 
QUALIFICATIONS
Education, Experience and Certification Requirements:
 
Qualification Option 1
- Education: A Bachelor's degree with a major in Computer Science and/or Information Technology.
- Experience: 5 years' experience leading complex projects in applications engineering.
- 3 years of IT Call Center experience and at least two years as manager or task lead of an IT Call Center with more than 15 agents.
- At least 1 year of BMC Remedy experience.
- Certification: HDI Support Center Team Lead certification or higher.
 
Qualification Option 2
- Experience: 10 years' experience leading complex projects in applications engineering.
- 3 years of IT Call Center experience and at least two years as manager or task lead of an IT Call Center with more than 15 agents
- At least 1 year of BMC Remedy experience.
- Certification: HDI Support Center Team Lead certification or higher with two years' experience holding certification + additional relevant certification equivalent to Project Management Professional(PMP), Information Technology Infrastructure Library (ITIL) Expert, Information Technology Infrastructure Library (ITIL) Master, Certified Information Systems Security professional (CISSP), Cisco Certified Architect (CCA), Cisco Certified Internetwork Expert (CCIE), Cisco Certified Network Professional (CCNP), Microsoft Certified Architect (MCA), Microsoft Certified Master (MCM), Microsoft Certified IT Professional (MCITP), Microsoft Certified Professional Developer (MCPD), MCSD, Certified Professional Contract Manager (CPCM), CCNP or Certified Professional Logistician (CPL).
 
Qualification Option 3
- Experience: 13 years' experience leading complex projects in applications engineering.
- 3 years of IT Call Center experience and at least 2 years as manager or task lead of an IT Call Center with more than 15 agents.
- At least 1 year of BMC Remedy experience.
- Certification: HDI Support Center Team Lead certification or higher.
 

MATHMETICAL SKILLS
Ability to work with mathematical concepts such as probability and statistical inference.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations and present concepts and perform analysis in industry standard spreadsheet and/or database applications.
 
REASONING ABILITY
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
 
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professiona1journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.


Job Location

US-Oklahoma City-OK-OKLAHOMA CITY


 

CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

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