Description:
QBE is seeking a motivated, career and customer-oriented Shift Lead III (Senior) to join our team in Doral, FL.
Responsibilities include but are not limited to:
- The Shift Lead III is responsible for the overall operation and sustainment of Enterprise Service Desk (ESD) activities within a rotating shift environment, ensuring consistent and high-quality support to end users
- They provide supervision and leadership to ESD personnel, fostering a collaborative and high-performing team environment
- They mentor and coach team members, providing guidance and support to enhance their technical skills and customer service abilities
- They conduct performance evaluations, identify training needs, and contribute to the professional development of ESD staff
- They perform in-depth problem analysis and troubleshooting, resolving complex technical issues escalated from Tier 1 support
- They coordinate with vendors and third-party personnel as needed to resolve issues, ensuring timely and effective solutions
- They monitor ESD operations to ensure compliance with Standard Operating Procedures (SOP) and adherence to Government-approved Service Level Agreements (SLAs) or delivery metrics
- They analyze ESD performance data, identify trends and areas for improvement, and contribute to the ongoing optimization of ESD operations
- They participate in the implementation and ongoing improvement of the ESD, providing expertise and leadership in the transition to the new service delivery model
- They collaborate with other IT Teams and stakeholders to ensure seamless integration of the ESD within the overall IT support structure
- The Shift Lead III provides direction and mentorship to subordinate staff
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Requirements:
Minimum Qualifications:
- HS degree
- Experience in field necessary to assume Shift Lead III duties and a minimum of 7 years of relevant Shift Lead III experience. A candidate holding a relevant Bachelor's degree may be granted 2 years' experience credit for that extra education.
- Five years of position-specific relevant experience.
- Experience in IT service desk or a related field, with a proven track record of providing technical support and managing service desk operations.
- Deep understanding of IT service desk principles, processes, and best practices (e.g., ITIL-informed framework).
- Expertise in troubleshooting common IT issues related to hardware, software, networks, and applications.
- Proficiency in using service desk tools and technologies, such as ticketing systems, remote support tools, and knowledgebases. Familiarity with various operating systems, applications, and network infrastructure.
- Proven ability to lead and supervise a team of service desk technicians.
- Strong communication and interpersonal skills to effectively interact with team members, customers, and stakeholders.
- Ability to delegate tasks, provide guidance, and motivate team members.
- Experience in managing service desk operations, including shift scheduling, performance monitoring, and reporting.
- Strong analytical and problem-solving skills to diagnose and resolve complex technical issues.
- Ability to identify root causes and implement effective solutions.
- Experience in coordinating with vendors and third-party support providers.
- Understanding of Service Level Agreements (SLA) and their importance in service delivery.
- Ability to monitor and ensure compliance with SLAs. Experience in reporting on service desk performance metrics.
Desired Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Expertise in a specific area of IT support (e.g., networking, security, cloud computing).
- Experience with service desk automation and scripting. Knowledge of IT security best practices and incident response procedures.
- ITIL Foundation certificate. Relevant IT certifications (e.g., ITIL Foundation, HDI Support Center Analyst, CompTIA A+).
- Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component is desired.
Clearance Requirements:
- Must be eligible for or have a current/active Secret Eligible clearance.
QBE is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender, gender-identity and/or expression, age, disability, Veteran status, genetic information, pregnancy (including childbirth, lactation, or other related medical conditions), marital-status, neurodivergence, ethnicity, ancestry, caste, military/uniformed service-member status, or any other characteristic protected by applicable federal, state, local, or international law.
Equal employment opportunity, including veterans and individuals with disabilities.
PI277256643
