NASA ESD Team Lead

Job Title: NASA ESD TEAM LEAD

Department: NASA ESC Contract/Enterprise Service Desk (ESD)

Reports to: NASA ESD Shift Supervisor

EOE/Disability/Vets (CSR II)

JOB TITLE: NASA ESD Team Lead

CLASSIFICATION: Contractor, Non-exempt

LOCATIONS: Stennis, MS | Philadelphia, PA | Remote

Summary:

This position provides supervision for Tier 1 support for NASA IT services including but not limited to desktop, mobile devices, networks, and password resets. Documents all support activity in ServiceNow tracking system.

The Team Lead performs Tier 1 activities such as receiving, comprehending, and responding to routine technical informational inquiries and service requests through the use of various communication technologies including but not limited to telephones, e-mail, facsimile, postal mail, and the Internet. The Team Lead assists Tier 1 ESD representatives to respond to escalated and more complex inquiries on a broader scope of topics related to technical help desk topics. Tasks may require simple adaptation and interpretation of provided job reference materials.

Highly focused position which relies on the experience and knowledge base to assist Tier 1 ESD CSR’s in their welfare, job performance, and adherence to company policies. Assist management in meeting company mission and goals by managing individuals and team in assisting callers with various issues and/or concerns. Receive inquiries via telephone, email, or hard copy requesting records, status, processing information, accountability, and any other guidance or information regarding the functions of the project.

LEVEL OF AUTHORITY: Team Leads will receive access to secured confidential systems and entities.

Work Schedule: Set Shifts are offered. Tier 1 support is provided 24 hours a day, 7 days a week, 365 days a year. Shift schedules are based on customer need and are subject to change.

WORK ENVIRONMENT: Team Leads work amongst contractors and government service personnel in a structured office setting with direct supervision and interaction within a highly diversified setting to include persons with disabilities. Remote opportunities available for highly qualified candidates.

TRAINING: Participation in continuous training is essential in maintaining the integrity of the overall contract. Team Leads assist in the training, assessment, and skills maintenance of new hires and CSR’s.

ESSENTIAL JOB FUNCTIONS

This Position is responsible for performing duties detailed in the ESD Tier 1 (General Clerk II) job descriptions. When assisting or participating in Tier 1 activities, maintains a high level of quality and adherence to Tier 1 guidelines and standard operating procedures. In addition, the ESD Team Lead is responsible for supervising and advising ESD Tier 1 CSRs as follows:

• Motivates and inspires team to surpass their potential.
• Maintaining team cohesion and morale through effective communication skills.
• Creating sense of ownership within the team and resolves any issues or complaints.
• Monitors, organizes, and coaches individual performance by providing both positive and constructive feedback.
• Continue to communicate the purpose, core values, and vision to the team.
• Ensure NASA ESD Tier 1 Reps follow company attendance policy by strictly adhering to individual work, lunch and break schedules.
• Review and approve time cards.
• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers;
• Ability to control the pace and flow of the inquiry/request and manage call time effectively.
• Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers;
• Ability to listen to and empathize with customers and acknowledge their concerns;
• Ability to follow protocol and to apply sensitivity and discretion in handling confidential information.
• Ability to gather information to determine a customer’s needs, apply problem-solving skills, and resolve the inquiry/request effectively.
• Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner.
• Ability to respond to inquiries in English; fluent bi-lingual a plus.
• Ability to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers.
• Ability to take direction within a team setting and complete team-related work promptly.
• Researches and facilitates resolution to the caller's inquiry.
• Inputs customer information in computer system for accountability and tracking purposes.
• Familiar with standard concepts, practices, and procedures for customer service.
• Performs a variety of tasks, ability to multitask.
• Works under general supervision and must utilize appropriate chain of command.
• Excellent telephonic presence.
• Computer literate using MS Office products.
• Ability to work independently and in a team or work group.
• Familiarity with the NASA, its mission and goals a plus.
• Utilize automatic call distributor phone systems and all Microsoft Office programs including Outlook.

ADDITIONAL JOB FUNCTIONS

• Team Leads must be universal agents that are capable of working in a variety of settings.
• Emails and Web inquiries: Ability to supervise multiple interaction types handled by Tier 1 ESD. Can also perform the Tier 1 function to respond to multiple email inquiries within a timely manner by providing guidance and regulations callers. Perform this function while maintaining the ability to answer phone calls if and when the queue is backlogged.

QUALIFICATIONS/REQUIREMENTS

Technical

• High school Diploma/GED required, at least one year of customer service experience needed.
• Experience as a Tier 1 ESD representative

Security

• Eligibility to apply for and obtain NASA Position of Trust designation
• Since this is an AbilityOne project, employment is contingent upon InspiriTec’s compliance with the Javits Wagner O’ Day Act (JWOD) including its provisions for the employment for persons with disabilities.

OTHER

The statements contained in this job description reflect general duties as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive list of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences of relief, to equalize peak work periods or otherwise to balance the workload.

EEO/disability/vets