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Mission Support Desk Management (CECOM) 

Position Level  
Req Number INF-21-00046  
Referral Bonus Amount  
Open Date 7/12/2021  
Full-Time/Part-Time Full-Time  
Location MCSG -Aberdeen  
About the Organization MCSG strives to create a culture that empowers us all to accomplish the tasks needed to meet or exceed our customer's requirements. It alone is what sets us apart. Our culture is based on the belief that it is a privilege to serve our customer and embodied in our motto 'Your Success. Our Mission.'

This position is not currently funded and is pursuant on MCSG being awarded this contract.

PRIMARY DUTIES: Lead the performance and day to day management of the Help Desk function. Ensure at least minimum staff (as dictated by the Government) of Level II technician coverage at their respective on-site locations between the hours of 7:00 am to 5:00 pm, with all scheduled technicians on-site during the DEVCOM-CBC core hours (9:00am-3:00PM), Monday through Friday, except for Federal Holidays and inclement weather and site closures.

  • Oversee 100% of the requests, incidents, and problems.
  • Act as escalation point for all requests and incidents.
  • Develop and mature the phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Train, coach and mentor Mission Support Desk Specialists (Level II) including career development.
  • Provide data and reporting of trends to Project Manager as directed by the TPOC,
  • Monitor and manage phone queue (participating in escalated calls as needed).
  • Utilize the DEVCOM-CBC G-6 Call Management System and adjust the number of technicians needed to ensure that call wait times not to exceed 3 minutes.
  • Advise the PM or TPOC on situations that may require additional DEVCOM-CBC support or escalation.
  • Manage the process for communicating outage/emergency activities to the customers.
  • Schedule employees working times and provide backup support, as needed.
  • Review survey feedback to improve services, tools, and support experience.
  • Participate in Change Management Control and submit Request for Change in accordance with DEVCOM-CBC policy.
  • Ensure all Mission Support Desk Standard Operating Procedures (SOPs) and customer self-help documents are updated annually and provide to the government POC.
Position Requirements
  • 5-10 years relevant experience
  • Bachelors Degree preferred
  • IAT-I certification
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability status, protected veteran status or any other characteristic protected by law.

Executive Order 14042 – Ensuring Adequate COVID Safety Protocols
The United States government is requiring all employees, plus all contract employees performing services on behalf of the federal government, be fully vaccinated against COVID-19 by December 8, 2021. In accordance with EO 14042, MCSG Technologies is requiring all employees with MCSG Technologies be fully vaccinated against COVID-19 by December 8, 2021.

This position is currently not accepting applications.

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