Services Manger Wake Island

ASRC Federal Communications is seeking an Services Manager Wake Island Airfield for our ISS2 contact supporting our Air Force customer. This position is on Wake Island, located 2,100 miles west from Honolulu, Hawaii.  Responsible for managing BOS contract Service-related activities.  Responsible for ensuring service order requests (SORs) and work orders (WORs) are classified appropriately and handled in the required timeframe. Updating (Principal Work Plan) PWP schedules, (Preventative Maintenance Checks and Services) PMCS logs, and (Facility Maintenance Inspection) FMI schedule. Asset Management system data entry for work performed throughout civil engineering. Asset Management system report generation. Additionally, the duties of managing the MWR island program, Company Store, Contract Operated Mail, Billeting and filling in as needed for DFAC manager coverage when they are absent.

Roles and Responsibilities

• Prepare work schedule for subordinate personnel.
• Supervise Service Desk personnel in performance of their duties.
• Receive service order requests and create service orders.
• Monitors Service Desk tickets related to Facilities ensuring prompt follow-ups and seeing through to completion.
• Coordinates with building property managers and engineers as needed, maintaining positive relationships.
• Respond to emergency calls within 30 minutes and ensure resolution within 24 hours.
• Collect and maintain customer feedback.
• Query requestors or requesting organizations upon completion of each work order or project to collect information on customer satisfaction with the work order or project. All customer satisfaction data will be collated and provided in weekly reports reflecting customer satisfaction statistics and significant comments.
• Participate in monthly inspections of the data collected and the reports provided to ensure validity.
• Understand and apply processes improvements.
• Understand and work within budgetary constraints.
• Understand and react to Customer complaints and feedback.
• Develops Service Desk processes to ensure:
• work toward issue resolution with appropriate urgency,
• root cause of issues is identified and addressed,
• customer service is prioritized in every interaction, and
• ensure appropriate issue data is collected within the AIMS (asset management system) tracking system.

Requirements 

• Four (4) years supervisory experience over a production control operation running 24 hours a day.
• Four (4) years of experience utilizing asset management system features to optimize facility inspection workflow.

• High school diploma or equivalent is preferred with some college experience.
• Production control work history or related training of over 4 years
• Facility maintenance and inspection work history
• Retail sales experience
• Manager oversite of revenue streams
• Accountability and auditable processes and process improvements
• Customer Service experience

• Ability to effectively manage multiple projects and competing priorities.
• Excellent interpersonal skills with the ability to interact with all levels of personnel.
• Possess good organizational skills with a strong attention to detail.
• Possess a valid US driver's license with acceptable driving record 
• All persons employed for this contract must be U.S. citizens and qualified to obtain and/or maintain a personnel security clearance with the U.S. Government. Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information. After receipt of an employment offer letter, applicants must complete the Standard Form 86 and be granted an interim Secret clearance by the S. Government before the deployment process can begin.