울산 동구 지역 취업정보

• Manage and supervise a multi-work center IT support staff, ensuring consistent service quality across locations.
• Oversee daily operations of a customer-support Service Desk with a team of 10 or more personnel.
• Develop and implement processes to improve IT service delivery and customer satisfaction.
• Act as the primary liaison between IT teams and customers to ensure prompt resolution of incidents and requests.
• Monitor and report on key performance indicators (KPIs) related to service desk operations, including response times and customer feedback.
• Ensure compliance with all applicable Army standards and regulations concerning Protected Distribution Systems (PDS).
• Perform or coordinate PDS inspections in accordance with Army requirements.
• Collaborate with cross-functional teams including cybersecurity, network, and infrastructure groups to ensure service continuity and compliance.
• Manage training, performance evaluations, and professional development for service delivery staff.

• Bachelor’s Degree in Business, Information Technology, or a related discipline.
• Active Secret clearance or the ability to obtain and maintain a Secret security clearance may be required depending on the contract.
• Minimum of ten (10) years of experience managing and supervising a multi-work center IT support staff.
• At least three (3) years of experience managing or working within a customer-support Service Desk for an IT services contract with 10 or more people within the past ten (10) years.
• Certified Protected Distribution Systems (PDS) Inspector in accordance with Army standards and regulations.
• Strong leadership and people management skills.
• Excellent communication and customer service abilities.
• Experience with IT Service Management (ITSM) frameworks, such as ITIL, preferred.
• Familiarity with Army or DoD security and communication protocols.

• Experience supporting DoD or military IT contracts.
• Project Management Professional (PMP) Certification strongly desired
• ITIL Foundation or higher certification.
• Knowledge of Army Communications-Electronics Command (CECOM) policies or equivalent.
• Experience with service desk tools and ticketing systems (e.g., ServiceNow, Remedy).

This position requires the ability to perform the below essential functions:

• May involve multi-site or remote management responsibilities.
• Occasional travel to support sites or customers.
• Must be able to work in a high-security environment and comply with all relevant security protocols.
• Primarily on-site in a secure facility, may require on-call availability and after-hours work during outages or upgrades.