Job Description
- Serve as the primary point of contact for escalated technical issues.
- Serve as the primary point of contact for the federal client for all OSC issues.
- Ensure all requests are logged, prioritized, and resolved within the SLA.
- Assist with complex technical troubleshooting and resolution.
- Ensure high-quality support and timely responses to user requests.
- Develop strategies for improving your OSC performance and customer satisfaction.
- Communicate effectively with end users regarding their technical issues and resolution steps.
- Track and report on team performance metrics (e.g., response time, resolution time, ticket volume).
- Maintain and manage the OSC tools, software, and ticketing systems.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
- Active Secret clearance is required.
- This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.
- This individual must be able to accommodate a rotational on-call schedule as needed.
- 10 or more years of experience in an Operations Support Center, Helpdesk/ServiceDesk, Call Center OR equivalent experience in customer service.
• 5 or more years must include managing a team in this environment. Including: schedules, staffing, performance management, interviewing, and training.
- Must have experience managing teams and/or clients in multiple locations.
- Must have customer/client facing skills.
- Minimum of 5 years of experience utilizing Incident Management Ticketing Systems.
• Remedy v20.02
• ServiceNow
Nice to Have Skills & Experience
- Prior DHS suitability
- Experience in migration of ticketing software/applications.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.