Remote Secret Cleared Customer Support Analyst Lead The Customer Support Analyst Lead Provide daily supervision and direction to staff that are responsible for support to users for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting, all types Service desk request. Responsibilities (include but are not limited to the following) Interacts with the business analysis team to understand project requirements. Manage and support help desks during optimal hours of operation Facilitate the resolution of the help desk requests from inception to completion Capture client requests accurately and tracks in to the system Develop and maintain a triage system that promotes rapid and accurate response to client requests Provide timely and effective resolution of client requests within established SLA timeframes Monitor outstanding requests for follow-up and escalation Proactively work with client and technical staff to facilitate progress and close out requests in help desk tracking system Develop solutions for help desk functions (eg, FAQs, response templates, knowledge repository, satisfaction surveys, etc.) that enhance customer service and relations with clients Develop and maintain help desk SOPs and identify areas that need improvement Provide timely and accurate help desk trend analysis reports to management monthly or as requested Attend team meetings and trainings as required Conduct process and product audits and prepare reports Set up and follow the process and assist others Maintain and execute QA processes and training and identify possible improvement. Experience and Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, andor ability required. Qualifications Must have security clearance from DoD- army, navy, airforce. Excellent oral and written communications skills. Communication Proficiency-- Highly-developed communication skills (writtenverbalactive listening) using a broad range of communication styles chooses appropriate, effective ways to communicate to audiences in diverse situations with interpersonal savvy developed negotiation skills Collaboration Skills Adept at working jointly with others able to work with other people or in groups in order to achieve an outcome Problem SolvingAnalysis Strong conceptual thinking skills and the ability to utilize creative and innovative approaches in crafting solutions Experience 3-5 years of recent experience in DoD Experience with help desk systems will be plus EDUCATION, CERTIFICATIONS andor MEMBERSHIPS Bachelor's degree in related filed preferred. COMMUNICATIONS SKILLS This job requires interaction with scientists, program managers, senior executives, end-users, programming staff, administration, and support personnel. The ability to effectively communicate ideas and concepts both verbally and in written documents is critical. Equal Opportunity Employer VeteransDisabled