Job description
Deputy Support Services Manager
Security Clearance required: Must be able to pass federal background investigation and obtain Public Trust
Location: Phoenix, AZ
Position Summary: The role of the Deputy IT Support Services Manager is to provide call center management to include call management, accounts management, reporting and workforce management. The Deputy IT Support Services Manager will directly oversee all daily operations of the service desk to ensure tier 1 IT coverage is maintained during all service hours. The Deputy IT Support Services Manager will also serve as backup to the IT Support Services Manager and will assist in all duties including fulfilling our support contractual requirements, creating training resources, managing equipment orders, and making staffing decisions.
Position Responsibilities:
Security Clearance required: Must be able to pass federal background investigation and obtain Public Trust
Location: Phoenix, AZ
Position Summary: The role of the Deputy IT Support Services Manager is to provide call center management to include call management, accounts management, reporting and workforce management. The Deputy IT Support Services Manager will directly oversee all daily operations of the service desk to ensure tier 1 IT coverage is maintained during all service hours. The Deputy IT Support Services Manager will also serve as backup to the IT Support Services Manager and will assist in all duties including fulfilling our support contractual requirements, creating training resources, managing equipment orders, and making staffing decisions.
Position Responsibilities:
- Responsible for ensuring adequate call center coverage
- Responsible for ensuring all tier 1 IT support requirements are met
- Responsible for overall project management of complex, multi-task IT contracts
- Plans, organizes, and manages groups of employees engaged in various technical duties
- Serves as ServiceNow SME
- Provides administrative and technical direction and training to personnel
- Coordinates approved task orders
- Establishes improved procedures and controls, where necessary, to ensure that all services meet schedule, service level and contractual requirements
- Provides the customer representatives the status and activities of personnel covered under contract
- Responds to administrative or technical requests from the customer representative and applies continuous evaluation and control measures
- Works without or with limited supervision
- Exceptional organizational skills are a must with the ability to delegate and communicate as needed to ensure responsibilities are met
Essential Skills, Experience, and Certifications:
- As a requirement of this position, all candidates must be a U.S. Citizen. In accordance with 8 U.S.C. 1324b(a)(2)(C) , Epsilon will not consider candidates for this position who do not meet the aforementioned conditions.
- Ten (10) years of IT desktop experience required with at least two (2) years' supervisory experience preferred.
- Must have BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent experience
- Proven experience managing an IT Help Desk and/or call center in a large environment, preferably supporting more than 2,000 users.
- Experience with management of Service Level Agreements.
- ITIL Certification Foundation level or higher preferred
- One or more Help Desk Institute (HDI) certifications is desired; HDI Support Center Manager or Director is preferred.
Physical and Mental Job Requirements:
Listed below are the physical or mental requirements necessary in the job's performance. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions.
Listed below are the physical or mental requirements necessary in the job's performance. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions.
- Prolonged periods of computer desk work.
- Dexterity of hands and fingers to operate a computer keyboard, and other computer components.
- Speaking and hearing sufficient to converse and understand conversations, both in-person, and during telephone and virtual meetings.
- The cognitive skills needed to complete tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for decision making, problem-solving, and comprehending.
- Ability to learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, and the ability to communicate with managers and co-workers.
- Mental aptitude to respond appropriately in high pressure situations or deadline driven environments.
- Maintain a professional emotional response when working with others.
Epsilon Benefits:
Medical, Dental, Vision Plan
AD&D and Life Insurance
Paid Federal Holidays
Paid Time Off
401(k) Retirement Plan
Education reimbursement
Referral Bonuses
Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Minorities/Females/Disabled/Vets.
Please click here to review your rights under EEO policy.
If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-398-5414 or by email careers@epsilon-inc.com .
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