Full Job Description
Steel Point Solutions is an amazing SBA Certified (8a), HUBZone, Small Disadvantaged Business (SDB), and a Woman-Owned Small Business (WOSB) company. Established in 2013 with a vision of offering world-class, integrated business solutions for all levels of Government and commercial enterprises. We are represented by a team of talented and qualified professionals who know how essential efficient, cost-effective integrated solutions are to your organization’s success. Leveraging these resources, we strive daily to lead the industry in program management and service delivery.
Steel Point Solutions is looking for n Service Manager to Triage tickets forwarded to queue for Tier 2 - Tier 3 resolution received from T1 support via the web portal or via face-to-face interaction, telephone, or escalated tickets. Stay current with system information, changes, and updates. Manage and follow a daily schedule of dispatched tickets and projects.
Administration and troubleshooting technical environment service requests. Follow ITIL/ISO-based processes and service desk SOPs.
Meet Key Performance Indicators (KPIs) and Metrics daily, weekly, and monthly. Manage client expectations.
Identify and offer potential solutions for recurring issues. Maintain internal and client documentation.
Maintain security standards and monitor the technical environment. Provide ongoing support to end-users over the entire lifecycle of each bot established, including troubleshooting, providing resolution of issues that arise in the day-to-day management of RPA processes, and providing timely responses and solutions as required.
Adhere to Change Management, Problem Management policies, and familiarity with ITIL or other formalized IT operations foundations.
Provide input to SOP to accomplish repetitive tasks.
Ensures work on this contract complies with the contract terms and conditions and is approved/coordinated with the Program Manager.
Experience: 15 years
Clearance: Top Secret/ SCI clearance required
Steel Point Solutions, LLC is an Equal Opportunity Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.