Experience Inc. Jobs

The Service Desk Manager is responsible for managing the CE Service Desk. Responsible for ensuring service order requests (SORs) and work orders (WORs) are classified appropriately and handled in the required timeframe. Updating (Principal Work Plan) PWP schedules, (Preventative Maintenance Checks and Services) PMCS logs, and (Facility Maintenance Inspection) FMI schedule. Asset Management system data entry for work performed throughout civil engineering. Asset Management system report generation.

Roles and Responsibilities:

• Prepare work schedule for subordinate personnel.

• Supervise Service Desk personnel in performance of their duties.

• Receive service order requests and create service orders.

• Monitors Service Desk tickets related to Facilities ensuring prompt follow-ups and seeing through to completion.

• Coordinates with building property managers and engineers as needed, maintaining positive relationships.

• Respond to emergency calls within 30 minutes and ensure resolution within 24 hours.

• Collect and maintain customer feedback.

• Query requestors or requesting organizations upon completion of each work order or project to collect information on customer satisfaction with the work order or project. All customer satisfaction data will be collated and provided in weekly reports reflecting customer satisfaction statistics and significant comments.

• Participate in monthly inspections of the data collected and the reports provided to ensure validity.

• Develops Service Desk processes to ensure:

• work toward issue resolution with appropriate urgency,

• root cause of issues is identified and addressed,

• customer service is prioritized in every interaction, and

• ensure appropriate issue data is collected within the AIMS tracking system.

Qualifications and Certifications

• High school diploma or equivalent is preferred with some college experience.

• Production control work history or related training.

• Facility maintenance and inspection work history.

Skills, Abilities, and Years of Experience:

• Three to Five (3-5) years supervisory experience over a production control operation running 24 hours a day.

• Seven (7) years of experience in a production controller or dispatch position operating 24 hours a day.

• Five (5) years of experience utilizing asset management system features to optimize facility inspection workflow.

• Ability to effectively manage multiple projects and competing priorities.

• Excellent interpersonal skills with the ability to interact with all levels of personnel.

• Possess good organizational skills with a strong attention to detail.

• Possess a valid US driver's license and passport.

• All persons employed for this contract must be U.S. citizens and qualified to obtain and maintain a personnel security clearance with the U.S. Government. Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information. After receipt of an employment offer letter, applicants must complete the Standard Form 86 and be granted an interim Secret clearance by the S. Government before the deployment process can begin.

ASRC Federal and its Subsidiaries Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law .

Requirements :

Qualifications and Certifications

• High school diploma or equivalent is preferred with some college experience

• Production control work history or related training

• Facility maintenance and inspection work history

Skills, Abilities And Years of Experience

• Three to Five (3-5) years supervisory experience over a production control operation running 24 hours a day.

• Seven (7) years of experience in a production controller or dispatch position operating 24 hours a day.

• Five (5) years of experience utilizing asset management system features to optimize facility inspection workflow

• Ability to effectively manage multiple projects and competing priorities

• Excellent interpersonal skills with the ability to interact with all levels of personnel

• Possess good organizational skills with a strong attention to detail

• Possess a valid US driver's license and passport

• All persons employed for this contract must be U.S. citizens and qualified to obtain and/or maintain a personnel security clearance with the U.S. Government. Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information. After receipt of an employment offer letter, applicants must complete the Standard Form 86 and be granted an interim Secret clearance by the S. Government before the deployment process can begin.

ASRC Federal and its Subsidiaries Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law .

ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.