Customer Service Leadership experience
Experience supporting both commercial and U.S. Government customer environments
Experience with collecting, managing and translating business requirements to technical staff (Engineers)
Experience leading technical teams to resolve technical issues in commercial and U.S. Government environments
Familiarity with Windows Active Directory, Group Policy, Windows10, ServiceNow and resolving high-level issues
Familiarity with Microsoft Office365, SharePoint on line and troubleshooting complex problems for customers
Experienced with ITIL or HDI processes and procedures and ensuring process improvement
Familiarity with user profile management
Experience in overall customer/vendor management best practices
Proven capability to analyze trends and metrics, ensuring team adjustments to concur complex problems in a helpdesk environment, while maintaining a positive customer experience.
Extensive background in motivating all helpdesk staff to complete their tasks within SLA’s or above SLA standards
Experience establishing and meeting goals for service improvement; collection of metrics, and reports
Experience in managing Human Resource issues such as progressive discipline, performance improvement plans, annual performance reviews, etc.
Microsoft (O365, SharePoint on line, AD, and GPOs) Deltek, ServiceNow
EDUCATION AND YEARS OF EXPERIENCE
CLEARANCE (Desired NOT Mandatory)
Cadmus is an Equal Opportunity, Affirmative Action Employer and considers all applicants for employment without regard to race, color, religion, sex, national origin, protected veteran's status, or disability.
Learn more about Cadmus by visiting our website at: http://www.cadmusgroup.com