Service Desk Lead

V2X Inc; Kuwait City; On-site; KWD 30,000 - 70,000; Full time

Job summary

An established industry player is seeking a Service Desk Lead to oversee operations at a busy Service Order Reception Desk. This role offers a unique opportunity to gain supervisory experience while ensuring exceptional customer service through various communication channels. The ideal candidate will have a strong background in customer service, with at least five years of relevant experience and a proven track record in leadership. Join a dynamic team and contribute to maintaining high standards in a challenging environment, where your organizational skills and attention to detail will make a significant impact.

Qualifications

• 5+ years in customer service communication.
• Experience in Service Desk or Customer Service roles.
• Supervisory or management experience.

Responsibilities

• Provide training to Service Desk Seniors and Technicians.
• Ensure excellent customer service via phone, email, and face-to-face.
• Monitor work order status and report to management.

Skills

Customer Service Communication

Supervisory Experience

Interpersonal Skills

Organizational Skills

Proficiency in Word, Excel, Outlook

Education

High School Diploma or Equivalent

Some College Preferred

Job description

Overview

This position is physically located in Kuwait in support of LOGCAP.

Position Summary

Under the supervision of the Service Desk Supervisor and/or Manager, the Service Desk Lead will support the operation of a walk-in and call-in Work Order Reception Desk. This role offers the opportunity to gain supervisory experience, coordinate, and oversee the daily Service Order Reception Center operations. The Service Desk Lead reports to the Service Desk Supervisor and/or Manager and may supervise Service Desk Seniors and Technicians. Ensures personnel accurately capture data on maintenance work orders and preventative maintenance inspection forms for upload into the Computer Maintenance Management System. Must have a home-country Driver's License and be able to acquire a U.S. Government Driver's License.

Responsibilities

1. Provide training to Service Desk Seniors and Technicians.
2. Guide and assist personnel in their duties.
3. Ensure excellent customer service via phone, email, and face-to-face interactions.
4. Enforce compliance with PWS, SOPs, PIOPS, and IOPS.
5. Maintain accuracy and completeness of the CMMS database.
6. Prepare CDRLs and other reports.
7. Monitor work order status and report to management.
8. Prioritize, plan, and organize tasks.
9. Work rotational shifts as required.
10. Work at different locations as per mission needs.
11. Provide day-to-day guidance to achieve mission goals.
12. Identify team strengths and weaknesses and improve them.
13. Handle difficult customer interactions effectively.
14. Manage change and adapt accordingly.
15. Maintain high standards and attention to detail.
16. Obtain additional information for incomplete documents.
17. Perform administrative tasks such as maintaining files and processing paperwork.
18. Perform duties of the Service Desk Supervisor in their absence.
19. Perform other duties as assigned.

Qualifications

1. Education and Certifications:
   • One year of related experience may substitute for one year of education.
   • High School Diploma or equivalent; some college preferred.
   • Must be CAC eligible or able to obtain a CAC.
   • Must be a U.S. Citizen.
   • Valid driver's license and ability to obtain U.S. Government and host nation Driver's Licenses.
2. Experience:
   • At least 5 years in customer service communication.
   • Approximately 2 years in a Service Desk or Customer Service environment.
   • Approximately 3 years in a leadership role.
3. Skills:
   • Experience in Service Desk or Customer Service roles.
   • Proficiency in English for effective communication.
   • Supervisory or management experience.
   • Effective team leadership and independent judgment.
   • Excellent interpersonal and negotiation skills.
   • Knowledge of business principles, customer service, and management.
   • Ability to handle confidential information.
   • Strong organizational and planning skills.
   • Proficiency in Word, Excel, Outlook.
   • Ability to analyze reports and documents.
4. Supervisory Responsibilities:

• Direct oversight of Service Desk Seniors and Technicians.

Working Conditions:

• Ability to work in extreme weather conditions exceeding 120°F.
• Indoor and outdoor environments with harsh conditions.

Physical Requirements:

• Light work with occasional lifting up to 20 pounds.
• Potential for heavy lifting, prolonged standing, and exposure to hazards with PPE use.

We are committed to an inclusive and diverse workplace. Vectrus is an Equal Opportunity Employer. All qualified applicants will receive consideration regardless of race, color, religion, age, sex, national origin, veteran status, or disability.