Service Desk, Supervisor

Amentum

The Service Desk Supervisor will be based at one of three Amentum sites in Iraq and serve the Operations and Maintenance Support Services (OMSS) contract in support of the U.S. Department of State. This position will be responsible for following Government directives to establish processes and procedures to use the GMMS program to manage the O&M project and update the central maintenance database. The Service Desk Supervisor will report to the Site Services Manager. The duties and responsibilities listed below are representative of the nature and level of work assigned and are not necessarily all inclusive.

DUTIES:

• Responsible for maintaining a safe workplace and ensuring that safety is the highest priority in the workplace.
• Comply with all Environmental Health & Safety and Quality Assurance requirements and goals.
• Provide information and materials to these divisions as necessary to ensure adequate and legal documentation.
• Notify Government representatives of system problems beyond his/her authorization to correct.
• Train operators in proper operation of the GMMS.
• Responsible for maintaining a safe workplace, ensuring that safety and quality of work are the

highest priorities in a workplace and complying with all Environmental Health & Safety and Quality Assurance/Control requirements and goals. Provide information and materials to these divisions as necessary to ensure adequate and legal documentation.

• Establish passwords for authorized personnel to maintain system security.
• Ensure responsibilities and performance expectations are clearly communicated to personnel.
• Review performance and address underperformance in a constructive manner when needed.
• Continuously communicate the procedures and knowledge of the SOPs and SOW.
• Continuously review performance of team members and ensure that call s documentation,

issuance of all work orders and dispatching of work orders by phone or email are completed on a timely basis.

• Develop and maintain professional relationships with shop supervisors and internal and external customers.
• Coordinate and organize a variety of periodic and routine meetings with Service Desk personnel.
• Perform additional duties and projects as assigned.

REQUIRED:

• Minimum Acceptable Experience Level:

• Three (3) years experience as a Service Desk Dispatch or related administrative customer service experience.
• Three (3) year Lead or Supervisory Experience.

• Knowledge, Skills, and Abilities:
• Fundamental knowledge of all trade crafts.
• Ability to manage assigned staff.
• Knowledge of principles and processes involved in supporting work order tracking at an O&M overseas facility.
• Knowledge of principles and processes for providing excellent customer services.
• Ability to work in a fast-paced environment that requires handling multiple tasks at a given time and rapidly adapting to changing priorities and schedules.
• Cross-cultural sensitivity with an international perspective.
• Excellent organizational and time management skills.
• Computer skills, specifically in Microsoft Word and Excel.
• Ability to become an active and functioning member of a team.
• Ability to be innovative and be an agent for change.
• Expert communication skills to facilitate and disseminate information.

• Education: A high school diploma or GED and completed training in Microsoft Office Software (MS Word, PowerPoint, Outlook, Access, and Internet Explorer).
• Passports, Licenses and Certifications: As part of pre-contingency requirements, at the time of candidates must possess a valid passport or have started the process of obtaining one) with a minimum of 18 months remaining to expiration date with 8 blank pages. Valid drivers license
• Security Vetting: Already possess a US Government issued security clearance or Moderate Risk Public Trust (MRPT) or be able to obtain a favorable MRPT certification or US Government clearance prior to being hired is required for the position. Must maintain eligibility at the required certification or clearance level for the duration of the contract.
• Language Skills: Satisfactory English proficiency to meet job requirements and to adhere and comply with safety, health, and security measures.
• Medical: Successfully complete and pass the medical and dental examinations as required by Amentum and our customer for deployment to Iraq. Must maintain physical and dental requirements for duration of deployment.

DESIRED:

• Degree in Business, Information Technology, or related field.
• One (1) year experience with Global Maintenance Management System (GMMS) software.
• Previous experience using Maximo software is highly desirable.
• Previous experience on an overseas government contract.
• Previous work experience in harsh environmental conditions is a plus.
• Experience working with Amentum.