FBI Deputy Customer Service Manager:

• Knowledge of ITIL process and industry best practices


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


• 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


• 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


• 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


• Reports to the Customer Service Manager


• Produces the performance metrics


• Participates in the Change Control Board, if necessary and Incident/Problem Resolution meetings


• Assesses the availability impact on the infrastructure from new and enhanced changes


• Recommends and implements approved performance and capacity monitoring tools


• Analyzes metric reports and makes necessary improvement recommendations


• Provides site coordination and management


• Ensures day-to-day Service Desk operations


• Ensures day-to-day systems monitoring responsibility


• Coordinates staffing and scheduling

Candidate must be a U.S. Citizen. An active final Top Secret clearance is required (Interim Top Secret cannot be accepted). This is a full-time position located in Pocatello, ID.