Action Request Center (ARC) Lead

Information Technology Fort Huachuca, Arizona Job ID: 2017-888


Description

About the Team:

Join STG, Inc. and watch your career soar! Be part of a diverse team of men and women who solve the most challenging problems today.

About the Job:

The Action Request Center (ARC) Lead is the first line of support for the ARC staff. The ARC Lead is responsible for managing/monitoring the staffing and work requirements for the team. The ARC Lead will ensure the necessary coverage is established on a daily, weekly, and monthly basis. The ARC Lead will provide maximum oversight of all operations within the team.

The ARC Lead works directly with the Operations Branch Chief, Operations Division Chief and other Technical Team Leads. The ARC Lead will guide the processes for the ARC’s documentation, ticket auditing, training, hiring, and sets expectations. The ARC Lead is the voice for the team to develop and streamline processes with the assistance of other Technical Team Leads. As the ARC Lead, they will establish and facilitate team meetings, maintain government/contractual reporting, establish process/guidelines, address concerns professionally, and set the stage for the team posture. 

Responsibilities include, but are not limited to:

  • Complete daily, weekly, and monthly reporting for leadership
  • Oversee the day to day operation of the team
  • Work directly with the ARC Assistant Leads and Shift Leads to ensure task are completed accurately and timely
  • Oversee the auditing, tracking, and trending processes
  • Maintain scheduling for the team
  • Identify and correct deficiencies within the team
  • Identify and address team and/or personnel behavior and/or performance deficiencies
  • Provide coaching and counseling, as necessary
  • Ensure adherence to team, organization, and company policies and procedures
  • Communicate with Technical Teams for process and ticket alterations
  • Ensure a clean and safe working environment for all staff

Applicants must be available to work Day (0600 – 1430), Swing (1400 – 2230), and Midnight (2200 – 0630) shifts, if required. Applicants must be available to work weekends and holidays, as required. Schedule is subject to change in order to fulfill the needs of the mission.

Minimum Qualifications:

  • HS + 5 or AA/AS +3 or BA/BS + 1 year experience Customer Service/ IT/ Help Desk experience
  • To include up to 2 years of management, supervisory and/or leadership experience
  • Must be able to work in a dynamic environment with consistent changes
  • Keyboarding skills of at least 40 WPM
  • Experience in using Microsoft Word, Excel and Outlook
  • Must be able to handle high volume phone calls throughout the day with optimal phone etiquette, while assisting other users via Walk-ins and Emails
  • Applicants must be available to work various shifts such as, Day (0600 – 1430), Swing (1400 – 2230), and Midnight (2200 – 0630) but not limited to
  • While this is not a shift position, applicants must also be able to work weekends and holidays, as required in order to evaluate and train staff
  • The schedule is subject to change in order to fulfill the needs of the mission

 Preferred Qualifications:

  • Comp TIA Security +
  • Knowledge of Information Technology System Management (ITSM) application
  • Call Center experience
  • ITIL Foundations (V3)

 

The employment policy of STG, Inc. is to provide equal employment opportunity for all qualified employees and applicants without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status and to ensure affirmative action is taken in fulfillment of this policy.