Service Desk Escalation Coordinator

Job Description

Akira Technologies is seeking a highly organized and customer-focused Service Desk Escalation Coordinator to join our team for a critical project supporting the United States Army. As a key member of our service desk team, you will be responsible for coordinating and managing escalated incidents and service requests, ensuring timely resolution and customer satisfaction. This position offers a unique opportunity to contribute to national defense while supporting Army personnel with their technical needs in a dynamic and collaborative environment.

This role is mostly remote with occasional onsite presence in the DC Metro Area.

Job Responsibilities:

Incident Escalation Management: Serve as the primary point of contact for escalated incidents and service requests, triaging and prioritizing tickets based on severity, impact, and urgency.

Coordination and Communication: Coordinate with technical support teams, subject matter experts, and third-party vendors to expedite the resolution of escalated incidents, ensuring timely updates and communication to stakeholders and customers.

Troubleshooting and Resolution: Provide technical assistance and guidance to service desk technicians and end users in troubleshooting and resolving escalated incidents, leveraging knowledge bases, documentation, and expertise.

Root Cause Analysis: Conduct root cause analysis for escalated incidents and service disruptions, identifying underlying causes and contributing factors, and recommending preventive measures and corrective actions.

Service Level Management: Monitor and track service desk performance metrics, including response times, resolution times, and customer satisfaction scores, and identify opportunities for improvement and optimization.

Documentation and Reporting: Maintain accurate and up-to-date documentation of escalated incidents, including ticket updates, resolutions, and post-incident reports, and provide regular reports and updates to management and stakeholders.

Customer Satisfaction: Ensure high levels of customer satisfaction by providing exceptional service and support to end users, addressing concerns and feedback, and driving continuous improvement in service delivery.

Qualifications:

At least a High School diploma or GED.

Minimum of 3 years of experience in service desk or technical support roles, with a strong understanding of incident management processes and best practices.

Experience in coordinating and managing escalated incidents and service requests in a fast-paced environment.

Strong technical aptitude and troubleshooting skills, with the ability to diagnose and resolve technical issues across a variety of hardware, software, and network environments.

Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users and stakeholders.

Proven ability to prioritize and manage multiple tasks and priorities simultaneously, with a focus on meeting service level agreements (SLAs) and customer expectations.

Active Secret clearance or higher.

About Akira Technologies

Akira strives to meet and exceed the mission and objectives of US federal agencies. As a leading small business cloud modernization and data analytics services provider, we deliver trusted and highly differentiated solutions and technologies that serve the needs of our customers and citizens. Akira serves as a valued partner to essential government agencies across the intelligence, cyber, defense, civilian, and health markets. Every day, our employees deliver transformational outcomes, solving the most daunting challenges facing our customers.

Akira is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.