Service Desk Technician Lead

				Overview:

This position is physically located in Balad, Iraq

Under the Supervision of the Service Desk Technician Supervisor and/ or Manager, The Service Desk Technician Lead will support the Service Desk Technician Supervisor in operating a walk-in and call-in Work Order Reception Desk. This position provides the Service Desk Technician Lead the opportunity to gain experience in supervising, coordinate, and overseeing the daily Service Order Reception Center operation. This position reports to the Service Desk Technician Supervisor and/or Manager and may exercise general supervision of Service Desk Senior and Technicians. Ensures personnel correctly capture data on maintenance work order requests and preventative maintenance inspection forms for upload into the Computer Maintenance Management System (Maximo).

Responsibilities:

This position description is subject to change at any time as needed to meet the requirements of the program or company.

* Support the Service Desk Technician Supervisor in operating a walk-in and call-in Work Order Reception Desk.

* Provides the Service Desk Technician Lead the opportunity to gain experience in supervising, coordinate, and overseeing the daily Service Order Reception Center operation.

* Reports to the Service Desk Technician Supervisor and/or Manager and may exercise general supervision of Service Desk Senior and Technicians.

* Ensures personnel correctly capture data on maintenance work order requests and preventative maintenance inspection forms for upload into the Computer Maintenance Management System (Maximo).

* Deliver excellent customer service by addressing questions, complaints and requests in a tactful manner via telephone, email and face-to-face interaction.

* Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolutions.

* Provide accurate, valid and complete information by suing the right methods/tools.

* Ability to multi-task and prioritize and manage time effectively.

* Perform other related duties as required and/or assigned

Qualifications:

* MINIMUM QUALIFICATIONS:
* Education/Certifications: One year related experience may be substituted for one year of education, if degree is required.

* High School Diploma or equivalency. Some college courses in business or related field preferred.

* OCN Minimum Qualifications & Experience:

* High school diploma or equivalent

* Minimum Five years of related experience

* Minimum three years of leadership experience.

* At least four (4) years experience using Maximo

* Must be able to read, write and speak English fluently.

* Skills:

* Experience of working in a Service Desk or Customer Service environment
* Must have a good command of the English language in order to provide effective phone, desk-side and email support
* Previous supervisory, team leading or management experience
* Ability to work effectively and exercise sound business judgment in a team environment, as well as independently.
* Demonstrate ability to deal with all employees and external customers while conveying a positive service-oriented attitude.
* Ability to work under pressure
* Ability to communicate in English - Able to use the language fluently and accurately on all levels normally pertinent to professional needs. Can understand and participate in any conversation within the range of his experience with a high degree of fluency and precision of vocabulary. Would rarely be taken for a native speaker but can respond appropriately even in unfamiliar situations. Errors of pronunciation and grammar are quite rare. Can handle formal interpreting from and into the language.
* English reading Ability - Able to read all styles and forms of the language pertinent to professional needs. With occasional use of a dictionary, can read all material in his special field including official and professional documents and correspondence. Can read reasonably legible handwriting without difficulty.
* English writing ability - Can draft official correspondence and reports in a special field. Control of structure, spelling and vocabulary is adequate to convey the message accurately, but style may be quite foreign. All formal writing needs to be edited by an educated native speaker.
* Intermediate proficiency in Word, Excel, and Outlook applications.
* High-level organizational and planning skills to efficiently and accurately manage workflow.
* Ability to read, analyze, and interpret reports and documents. 

* Supervisory Responsibilities:

* The Service Desk Technician Lead will have direct oversight of Service Desk Technicians.

* Working Conditions:

* Must be capable of working in an extreme weather conditions with temperatures exceeding 120 degrees Fahrenheit.
* Indoor and/or outdoor environment with very adverse and harsh conditions (i.e., hot, dry, dusty, desert environment with average temperatures of 30 degrees in the winter and 130 degrees in the summer months).
* Includes some industrial production environment conditions as well.

* Physical Requirements:

* Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
* Work may require heavy lifting, stooping, climbing, prolonged standing, prolonged sitting, and working with or in areas where a potential could exist for exposure to physical, chemical, or biological agents.
* Employee use of personal protective equipment (PPE) is required for some situations. PPE includes, but is not limited to, head, foot, torso, respiratory, vision, and hearing protective devices.
* Must comply with all Fire and Safety Regulations and post policies.

At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients.
			

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