FBI Customer Service Manager:

• Knowledge of ITIL process and industry best practices


• Manages Tier 1 HP Service Manager incident queue


• Works with Incident Manager in verifying the resolution of critical incidents


• Manages Tier 1 Service Desk personnel shift coverage which includes time and attendance


• Ensures Tier 1 Service Desk personnel are trained for optimum effectiveness of customer interaction


• Understands and functions within Service and Operation Level Agreements with customers and solver groups


• Interacts with management and other solver groups to facilitate timely problem resolution


• Knowledge in the use of and application of metrics to increase efficiency and solve issues.


• Excellent communication skills.


• Ability to maintain and update Tier 1 Service Desk procedure and protocol manuals


• Works with EOCU staff and Tier 3 Subject Matter Experts and Tier 4 Engineers to improve Tier 1 Service Desk troubleshooting and standard operating procedures


• Ensures quality control is done by analyzing HP Service Manager incident progression to improve customer service to meet and exceed customer expectations


• Ensures FBI performance requirements, as set forth in this SOW, are met


• Reviews and analyzes metric reports and other supporting reports


• Approves implementation of performance improvements


• Provides program oversight • Ensures day-to-day Service Desk and systems monitoring for all sites


• Provides detailed project status


• Identifies, addresses and reports on all risks and issues


• Supports the Incident/Problem Manager