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Service Center Support Project Manager with Enterprise IT Help Desk Experience
Job Code - JC1252 Job Location - Oklahoma City,US
Division - Information Technology Security Clearance -
Skills -

Founded in 1989, CALNET, Inc. is a privately held company in the Technology, Intelligence Analysis, and Language Services consulting arena. Headquartered in Reston, VA and with a branch office in San Diego, CALNET employees deliver true value to our customers by employing best practices, world class technologies industry expertise in every project. CALNET is an ISO 9001, ISO 20000, CMMI-Level III and ISO 27001:2013 certified. 

 

We are currently searching for a talented, professional “Service Center Support Project Manager with Enterprise IT Help Desk Experience in Oklahoma City, OK.

 

Responsible for overall performance and management of the helpdesk call center; manages staff, sets priorities, resolves conflicting direction and serves as subject matter expert for the helpdesk and overall interfaces with FAA staff on all helpdesk issues.  Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; implementing change.

 

Improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes.

 

 

 

Required Skills:

 

Minimum experience for this position: Two or more years as manager or supervisor of an IT Call Center with more than 15 agents.  HDI Manager certified or higher, or can achieve HDI Manager Certification or higher in 12 months. 5 years of Supervisory/Management skills- involving Customer Service skills, Incident Management, Service Desk, Knowledge Management, and BMC Remedy Experience or equivalent IT Service Management toolsets.

 

Education: 

 

§  Master’s degree (preferred) or a Bachelor’s degree with a major in Engineering, Computer Science, Mathematics, or Information Technology.

·         Seven to nine years of experience leading complex projects in the subject area of expertise.

·         HDI Manager or higher certificate.

 

This opportunity is in Oklahoma City, OK. To be considered for this opportunity, please send a word copy of your resume to helena@calnet.com.  Applicant must be a U.S Citizen and be able to get a Public Trust Clearance.

CALNET, Inc. offers a competitive salary and a generous benefits package.  This package includes medical, dental, vision, life, short and long term disability insurances, a 401(k)-retirement savings plan, and generous leave time.


CALNET, Inc. is an Equal Opportunity Employer. EEO/M/F/D/V


www.CALNET.com



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