Help Desk Specialist, Level 2 * Team Lead

RCG is a growing federal contracting company and certified as a Great Place to Work. We are currently seeking strongly qualified people to help support our clients. Our Help Desk Specialist, Level 2 - Team Lead is a full-time remote position in O'Fallon, IL. The individual will need to be on-site to train new Help Desk team members.

Please note: Due to security requirements, all successful candidates must be a U.S. Citizen or Lawful Permanent Resident and must be able to obtain a public trust clearance. A "Real ID" or Passport is required to obtain access to the client's location.

The successful candidate will receive a contingent offer based on the outcome of a government background check. This will take several weeks, and the candidate cannot begin actual employment until the background check is successfully completed.

Duties and Responsibilities:

Provides inbound and outbound telephone support for the Systems Response Center, serving as an off-site central support point for military, DOD and Federal customers. Responsible for 24 hours a day/7 days a week (24/7) operations supporting a variety of US government systems.

• Answer, evaluate, and prioritize customer Service Requests (SR) submitted via telephone, voicemail, e-mail, self-service web site, and fax
• Understand and evaluate technical issues and apply fundamental knowledge of systems, software, and networking to resolve.
• Demonstrated ability to apply sound process to troubleshooting and solving incidents using an ITIL based service program, including communicating effectively with technical and non-technical customers, both internal and external.
• Use ITIL-integrated ticketing systems like Service Now to resolve SRs, input new solutions, and follow-up on customer inquiries.
• Solid understanding of Microsoft Windows and Office 365 components, to be able to troubleshoot at a Tier 1.5 capacity, and effectively communicate via ticketing system to escalation tiers.
• Interview users to collect information about problems to determine source of error
• Log and track call information using the ServiceNow CRM software
• Assist in developing standard resolutions for common user problems
• Use existing tools for the SRC and related functional tools in support of the transportation application customers
• Generate standard reports and update the customer on high priority issues via email, TEAMS meetings, calls, etc.
• Manage and schedule team of 10 to 20 people
• Review and process incident escalations
• Run critical incident and PRB (outage) escalations
• Make program specific changes / updates as required
• Assisting CSRs with questions and after-hours support
• Monitoring Five9, ServiceNow, and reports to track availability and performance of CSRs
• Provide training to new hires coming into the SRC
• Interview and aid in new hire selection process
• Provide monthly feedback to subordinates in form of a scorecard
• Provide coaching and other training or disciplinary steps as needed
• Work closely and sustain good working relationship with DoD contacts for DP3 programs
• Ability to remotely assist customers with hardware and software support
• May require flexible weekend and/or evening shift work as needed

Required Qualifications:

• Associate's degree and 4+ years working in network, systems or telecommunications management operations.
• Two years of military experience in related field can substitute for formal education
• Sound leadership ability including the ability to unite a team to a common goal and drive quality standards
• Fluent in the English language, ability to problem solve with a sense of urgency, and the ability to work in a challenging environment
• Ability to work M-F and filling in on weekends and/or after hours in emergencies, and, working certain holidays like Indigenous Peoples' Day, MLK Day, etc. as needed
• Strong grasp/knowledge of DPS, MilMove, ServiceNow, Five9, MS TEAMS, ETA TEAMS, and Okta and all of its components
• Experience running critical escalations - Both incidents and PRBs
• Ability to multi-task, taking questions and helping CSRs as needed
• Experience in and/or interest in providing formalized training in classroom/TEAMS setting
• HDI Certification Required
• Experience taking calls and solving issues for OPS and GFM/GATES areas

Desired Certifications:

• HDI Customer Service Representative (HDI-CSR) or ITIL Foundation certification is a plus

Physical Demands

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

RCG, Inc. does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, sexual orientation/gender identity, or national origin.