Service Desk Lead

Systems, Web, Manager, Adobe, ADO, Security
Full Time

Job Description

For 20 years, FEI Systems has been a proven provider of health information technology solutions for Federal, State, and local governments and now, Managed Care Organizations. Our Long-Term Services and Supports solution Carity provides an integrated platform for application and eligibility determinations across Medicaid waiver and incentive programs. Our Web Infrastructure for Treatment Services (WITS) solution tracks behavioral health services, allowing agencies and providers to securely administer and share client treatment information. In addition, FEI provides a wealth of information technology services to Federal Government agencies, from requirements gathering and application development through independent testing, help desk services, and maintenance.

At FEI Systems, we recognize that our employees are an important part of our success. We promote a team environment where all employees have the opportunity to achieve professional and personal success. Currently FEI is looking for highly skilled, self-motivated and creative individuals to join our talented team of experts. FEI is an equal opportunity employer that believes in growing and promoting a diverse work force. Our employee compensation and benefits package is competitive within the industry and is designed to help employees meet varying needs throughout their careers and lives. If you're looking for a rewarding work environment that will challenge your mind and expand your horizons, then joining the FEI team may be right for you.

Principal Responsibilities:
  • Act as main contact for all tasks pertaining to Production Support.
  • Guide/assist/advise production support analysts in priorities to maintain SLAs.
  • Review, recommend and gather process and procedure improvements for production support staff.
  • Coordinate training for production support analysts and assist generating training materials.
  • Ask questions to determine the nature of problems.
  • Gain feedback from customers about system usage.
  • Escalate and coordinate with developers and other teams to resolve production issues in a timely manner.
  • Ensure deployments/hotfixes are scheduled in a timely manner and run smoothly.
  • Advise analysts of reports/monitoring to determine if malfunctions continue to occur.
  • Ensure follow up with customers to confirm issue(s) have been resolved.
  • Contribute to root cause analysis of issues and assist communicating appropriately to internal and external customers
  • Act as backup to respond to email/phone messages from customers seeking help.
  • Advise analysts to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Coordinate/assist with monthly customer reports and release notes.
  • Guide production support analysts on communications to customer regarding outages, maintenance, and other various topics.
  • Participation in hiring new staff
  • Contribute to annual performance reviews of staff
  • Balance staff schedules to maintain coverage.
  • Act as Incident Manager
  • Contribute to team effort by accomplishing related/impromptu tasks as needed.

Required Skills:Any combination of academic education, professional training, or work experience, which demonstrates the ability to perform the duties of the position
  • Ability to successfully accomplish projects and tasks without clear lines of authority
  • Ability to successfully work independently
  • Superior written and verbal communication skills
  • Ability to create and build relationships. Demonstrated track record of success and established relationships
  • Excellent listening, writing, and presentation skills
  • Good organizational and time management skills
  • Ability to set and manage priorities judiciously
  • A meticulous attention to detail
  • A certain degree of creativity and latitude
  • Ability to ask clarifying questions
  • Ability to write, edit, and organize information in a clear, concise, and cohesive manner

Preferred Experience:
  • Team management and leadership experience.
  • Demonstrated ability to balance goals of the organization with goals of the end user.
  • Ability to understand and represent the needs of the end user for the documentation.
  • Experience with SharePoint and full version Adobe, or similar documentation creation and management tools.
  • Experience with Ivanti, ADO and/or InContact.

NOTICE: EO/AA/VEVRAA/Disabled Employer – Federal Contractor. FEI Systems participates in E-Verify, a federal program that enables employers to verify the identity and employment eligibility of all persons hired to work in the United States by providing the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information on E-Verify, please contact DHS at (888) 464-4218.

Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, political affiliation, disability, or genetic information, except where it relates to a bona fide occupational qualification or requirement. FEI Systems creates an Affirmative Action Plan on an annual basis. Pursuant to federal law, the portions of FEI Systems’ Affirmative Action Program that relate to Section 503 (Persons with Disabilities) and/or Section 4212 (Protected Veterans), are available for inspection upon request by applicants and employees during FEI Systems’ normal business hours.

Dice Id : 10408081
Position Id : 1295
Originally Posted : 1 month ago
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