Action Request Center (ARC) Team Lead

DirectViz Solutions, (DVS) is a rapidly growing government contractor that provides strategic services that meet mission IT needs for government customers.
DVS provides innovative information technology solutions to government clients through the knowledge and expertise of our dedicated employees.
DVS is an employee-centric employer that provides competitive compensation, comprehensive medical plans, 401k match, PTO accrual, professional development reimbursement, corporate-funded technology certifications, and employee recognition and appreciation programs.
At DVS, we recognize that our employees are our number one resource.
If you are a problem-solving people-person, apply today! DVS is currently seeking an Action Request Center (ARC) Team Lead in Fort Huachuca, AZ.
The ARC Team Lead reports to the Theater Operations Branch Manager and is responsible for the overall performance and management of the team.
The ARC Team Lead is responsible for managing/monitoring the staffing and work requirements for the team.
The ARC Team Lead will ensure the necessary coverage is established on a daily, weekly, and monthly basis.
The ARC Team Lead will provide maximum oversight of all operations within the team.
The ARC Team Lead works directly with the Operations Branch Manager, Operations Division Manager and other Technical Team Leads.
The ARC Team Lead will guide the processes for the ARC's documentation, ticket auditing, training, hiring, and expectation setting.
The ARC Team Lead will establish and facilitate team meetings, maintain government/contractual reporting, establish process/guidelines, address concerns professionally, and set the stage for the team posture.
Applicants must be available to workday (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.
CYBER CENTER TEAM LEAD DESCRIPTION: Supervisory responsibilities to include but not limited to: Reporting and timekeeping; technical/administrative training; assuring ITIL process compliance; actively communicating with the government to include utilizing MS Teams; scheduling to effectively utilize all team resources; support management decision-making; committing to quality management standards, QA/QC compliance, and metrics analysis.
Nominates employees for recognition and awards program.
Enforces team, organization, and company policies.
Trains, mentors, and coaches personnel on process procedures.
Recommends innovative solutions to more effectively and efficiently support work performance.
Assures ATCTS reporting compliance and employees training and certifications are current.
Provides performance feedback and appraisals for all direct reports.
Develop and periodically evaluate the Incident Prioritization Matrix for emerging criteria and process improvement.
Create, modify, and escalate Incidents/Tickets, translating user requests into logical format for use by analysts in troubleshooting.
Perform Quality Assurance follow-up with customers/end users.
Comply with documented processes and procedures.
Coordinate with technical teams and Operations Bridge Managers to support situational awareness across the RCC-C.
Provide reporting as needed.
Maintain a professional demeanor with our military, civilian and contractor customers.
Manage 24x7 shift personnel, acting as an escalation point for technical and personnel issues.
Maintain the 24x7 schedule to ensure full coverage to ensure full mission capability.
Follow ITIL best practices to manage tickets and processes.
Develop and/or maintain SOPs and TTPs associated with knowledge of relevant processes and procedures.
Participate in special projects as required.
Collaborate with GTMs, Branch Managers, Division Managers and RCC-C Leadership.
Maintain a clean and safe working environment for all personnel.
MINIMUM EDUCATION & EXPERIENCE: Active Secret clearance or the ability to obtain an interim Secret clearance Bachelors in an IT-related field or 2 years equivalent experience and 3 years customer service/ IT/ help desk experience REQUIRED SKILLS: Proficiency in using Microsoft Word, Excel, Outlook, Power Point, and Vizio Ability to perform on-call and after duty hours as needed Communicate effectively both orally and in a written form with users and office staff Capable of explaining complex procedures both verbally and in writing Work independently and within a team structure Ability to set priorities and organize work to meet deadlines Establish and maintain a cooperative working relationship with those contacted during the course of the work day Ability to solve problems quickly and completely in a logical manner PREFERRED SKILLS: Comp TIA Security + Knowledge of Information Technology System Management (ITSM) application 3-5 years or more of supervisory experience Call Center experience WORKING CONDITIONS: Working conditions are normal for an office environment.
Fast paced, deadline-oriented environment.
May require periods of non-traditional working hours including consecutive nights or weekends (if applicable).
PHYSICAL REQUIREMENTS: Ability to sit, stand, walk for extended periods of time Ability to use a computer Ability to climb, kneel or crawl Ability to lift to 20+ lbs.
DirectViz Solutions, LLC (DVS) is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant for employment because of race, color, sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.
DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation.
Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.