Global Help Desk Supervisor Melbourne, FL · Information Technology Join our Talent Network Global Help Desk Supervisor Melbourne, FL Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! Summary We deliver essential technology services to our customers in support of their missions to sustain the national security and economic interests of our nation. SecuriGence is seeking a talented Global Help Desk Supervisor in the Melbourne, FL / Patrick SFB area to help contribute to our success. Come help us solve problems with Innovation Through Intelligence. Responsibilities The Global Help Desk Supervisor will provide strategic leadership and direction for the delivery of service desk support to our system end user. + Manage all facets of customer relations including participating in the resolution of customer concerns and defining and developing a customer contact strategy. + Analyze operational processes, and escalation procedures, and perform training needs assessments to identify opportunities for service delivery improvements and value to our customers. + Coordinate with the appropriate stakeholders to provide timely and accurate answers for customer issues and escalations. + Develop cross-team and cross-departmental expertise necessary to effectively respond to issues + Perform periodic reviews and evaluation of all employees, managing necessary performance issues, and training requirements, as necessary for the development of individual resources as a team + Ensure customer service excellence by monitoring tickets and reviewing customer feedback + Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement + Ensure the Service Desk maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge + Maintain current knowledge of new and updates to existing products, as well as third-party OS and devices + Ensure the Service Desk staff is appropriately skilled and trained to deliver excellent technical support and customer + Responsible for documentation and tracking of customer requests. + Provide transparency on the status of all customer requests and escalations, including accepted and declined requests. + Track escalated issues to completion from customers and internal stakeholders to improve the overall customer experience. + Set and maintain expectations with the customer on realistic timelines. + Utilizes team dashboards and reporting tools to monitor team KPIs and meet customer experience and SLA objectives. + Measure performance against Service and Business Level Agreements + Identify and recommend process, standards, and system improvements to optimize support ticket accuracy, transparency, and efficiency. + Drive initiatives and programs focused on improved customer experience and team effectiveness. + Responsible for understanding and ensuring that corporate policies and SOPs are followed. + Participate in planning, status calls and committee meetings focused on customer success initiatives. + Performs other duties as assigned. Skills and Experience + 6 years' relevant experience managing teams + Hands-on experience using ITSM, Microsoft Office products, Windows-based Operating Systems (OS), and Windows technology. Preferred Experience - Jira Service Management (JSM) + Excellent communications skills + Ability to multi-task Qualifications + Bachelor's degree in a related specialized area or equivalent. + Can be substituted for an Associate's degree with 2+ years of relevant experience or 4 years of relevant experience. + Secret Clearance is required. + IAM-1 certification How you’ll grow At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers. Benefits At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits. Learn more about what working at Chenega MIOS can mean for you. Chenega MIOS’s culture Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives. Corporate citizenship Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Chenega’s impact on the world. Chenega MIOS News- https://chenegamios.com/news/ Tips from your Talent Acquisition Team We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links: Chenega MIOS web site - www.chenegamios.com Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI\_IE369514.11,23.htm LinkedIn - https://www.linkedin.com/company/1472684/ Facebook - https://www.facebook.com/chenegamios/ Join our Talent Network Chenega Corporation and family of companies is an EOE. Equal Opportunity Employer/Veterans/Disabled Native preference under PL 93-638. We participate in the E-Verify Employment Verification Program