• Manages team that provides technical assistance to computer system and network users or other technical products and services.
• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
• Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes.
• Drives product supportability.
• Coordinates customer service activities with other internal functions.
• Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
• Designs and maintains customer databases.
• Assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution.
• In-depth applications knowledge of company's products, services and/or systems. Operations maybe 24/7.
• Manages team that provides technical assistance to computer system and network users or other technical products and services.
• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
• Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes.
• Drives product supportability.
• Coordinates customer service activities with other internal functions.
• Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
• Designs and maintains customer databases.
• Assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution. In-depth applications knowledge of company's products, services and/or systems. Operations maybe 24/7.

• High school diploma
• 4 years of relevant IT experience
• Demonstrates Proficiencies gained from specialized training in supporting the help desk topics of a more technical nature that require a complete understanding of the technologies supported by the call center.
• Provides guidance and support to lower tier support personnel and responds to telephone and e-mail problem reports by working to identify, duplicate for knowledge base development and resolve hardware and/or software-related problems.
• Performs root cause analysis by determining symptomatic responses to eliminate dysfunctional circumstances and focusing on isolating the problem cause.
• Experience in customer service using a Touble Management System (TMS) and/or other error monitoring and tracking tools.

• In-depth applications knowledge of company's products, services and/or systems.
• Operations maybe 24/7.

Founded in 2010, Sev1Tech provides IT, engineering, and program management solutions delivery. Sev1Tech focuses on providing program and IT support services to critical missions across Federal and Commercial Clients. Our Mission is to Build better companies. Enable better government. Protect our nation. Build better humans across the country.

Join the Sev1Tech family where you can achieve great accomplishments while fostering a satisfying and rewarding career progression. Please apply directly through the website at: https://careers-sev1tech.icims.com/ #joinSev1tech

For any additional questions or to submit any referrals, please contact: amy.urquhart@sev1tech.com

Sev1Tech is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.