Supervisor - Service Order Dispatcher

Make an impact by joining the ServiceSource team where our mission is serving individuals with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and serve humanity. Job Summary Effectively manage the Facilities Service Desk at the Base Operations Support (BOS) NGA National Campus West (NCW) contract in St. Louis and Arnold, MO. Monitor facilities data in the Integrated Workplace Management System (IWMS) and coordinate written and verbal, with internal and external stakeholders. Support site’s Project Management team with IWMS proficiency, records accuracy, and be BOS point of contact for IWMS. Provide excellent customer service and achieve customer satisfaction via on-time communications, and by delivering professional and courteous services. Primary Duties Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.Responsible for managing, supervising personnel, and accurately meeting contract performance requirements for contracted Customer Service Center (CSC), Work Control and IWMS functions like coordinate all general internal and external communications and provide timely notifications and reports to project management team, customers, and contracting officer representatives.

Oversees efficient receipt and execution of all NCW customer service requests received via telephone, web portal, or in person; and ensure all requests are properly routed on-time and regularly updated. Ensure status reports and updates are delivered accordingly.

Plans and assigns work to be accomplished by subordinates based on difficulty of assignments and capabilities of employees; sets and adjusts short-term priorities; prepares schedules for completion of work; reconciles assigned work to actual performance; monitors; and submits reports.

Establishes a daily, weekly, and monthly battle rhythm for their operations and ensures goals, deadlines and performance standards are met.

Assesses work performance; creates metrics; performs quality control inspections; develops performance standards; follows administrative guidelines; and finds ways to improve production, efficiency, or increase the quality of the work directed.

Additional Responsibilities

Facilities Services subject matter expert; communicates in person, in writing and verbally with other managers and supervisors, contracting officer representatives, other government customers; recommends and implements solutions. Act as primary liaison to contracting officer representatives for day-to-day WR approvals, responding to short notice requests, providing PWS required COR notifications, and other required timely communications.

BOSC functional lead for service desk support during emergencies. Tracks work, coordinates with craftsmen, maintains communications logs, and provides on-time reporting to SSI, Government CORs, and affected customers during emergencies.

Evaluates work performance of subordinates; trains; and gives advice, counsel, or instruction to employees on both work and administrative matters. Develops safety and job skills training materials and trains personnel.

Interviews candidates for positions in the unit; recommends appointment, promotion, or reassignments.

Ensures compliance with SSI guidelines and directives.

Identifies employee developmental and training needs; provides or arranges for needed development and training.

Ensures and enforce compliance with all SSI and Government security, quality control, safety/PPE, training requirements; and COVID-19 mitigation efforts.

Provides workers proper equipment and resources to ensure operations run smoothly and safely.

Hears and resolves complaints from employees, referring group grievances and more serious unresolved complaints to a higher-level supervisor or manager; effects minor disciplinary measures, such as warnings and reprimands; recommends other action in more serious cases.

Perform other related responsibilities as assigned.

Qualifications: Education, Experience, and Certification(s)

High school diploma or state certified equivalent with five-years of customer service experience required.

Bachelor’s Degree and two-years of customer service experience preferred.

CMMS, IWMS, or similar experience preferred. Archibus experience a plus.

Ability to obtain and maintain a Top Secret/SCI government security clearance with polygraph is required.

Previous supervisory experience is preferred.

Knowledge, Skills, and Abilities

High proficiency with Microsoft Word, Excel, PowerPoint, Teams, and other MS Suite applications.

Ability to write clear, accurate, and informative emails using proper grammar and spelling.

Customer service oriented and able to work efficiently in a fast-paced environment.

Work well independently and as a contributing member of a team.

High level of integrity and personal accountability.

Ability to read and comprehend simple instructions, short correspondences, and memos, labels, and numbers.

Excellent customer service, verbal, and written skills.

Ability to accept, follow, and provide directions.

Intermediate computer skills including typing and Microsoft Office (Word, Excel, Outlook). Ability to learn and use corporate and site-specific programs and software.

Ability to identify and define problems and provide solutions.

Ability to multi-task, organize, prioritize, and meet deadlines on a daily basis.

Ability to be reliable and self-direct work while maintaining a high level of performance with limited supervision.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, reach with hands and arms, and talk and hear. The employee is occasionally required to stand and walk. The employee may occasionally lift or move products and supplies, up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet. What We Offer – for Benefit Eligible Employees May Include: Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:Health coverage for you and your family through Medical, Dental, and Vision plans.

Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.

A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.

Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.

To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.

A generous paid time-off program in which the benefits increase based on your tenure with the company.

ServiceSource is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity and Affirmative Action Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. If accommodation is needed in the application process, arrangements can be made with the local regional office http://www.servicesource.org/contact-us .We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.PAY TRANSPARENCY POLICY STATEMENT:The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information