Service Desk Administrator II – Secret Clearance

Job Summary

The Service Desk Administrator II manages service desk operations and supervises Level I administrators and technicians. The role involves staffing oversight, monitoring performance metrics, and providing technical and communication support to ensure efficient incident handling and customer service.

Responsibilities

• Manage and oversee service desk operations and staff proactively.
• Maintain adequate staffing and skill levels during operational hours by managing schedules and assignments.
• Serve as an escalation point for difficult or controversial calls.
• Generate and analyze daily, weekly, and monthly performance reports and provide feedback to staff.
• Monitor incident and service desk metrics, identify improvements, and implement corrective actions.
• Perform first-line support and administrative duties during high workload or staffing shortages.
• Build effective relationships with Information Management officers, customer leadership, and senior management, reporting significant service issues.
• Ensure adherence to policies and workflows, update processes to improve efficiency, and provide senior technical support.

Requirements

• Active Secret Clearance is required.
• High School diploma or GED is mandatory; one year of related experience may substitute for one year of education if a degree is required.
• Compliance with DoD 8570.01M, maintaining at least one baseline and one computing environment certification.
• Minimum four years of customer service experience and one to two years in a service desk environment.
• Experience leading teams in high-tempo environments and excellent customer service skills.
• Preferred two years of supervisory or lead experience.
• Ability to update proprietary applications related to employee status, training, certifications, and compliance.
• Manage training compliance, leave approvals, employee orientation, and enforce company policies.
• Communicate effectively across the chain of command and ensure safety and policy adherence.

What the company offers

• Company-paid housing and transportation.
• Completion bonus.
• Tuition reimbursement program.

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