Location - Onsite, Camp Humphreys - South Korea Responsible for supporting and leading multiple Service Delivery teams providing direction for sites within scope of Contractor level Management. Responsible for designated lines of services to include SLA & KPI metrics. Acts as the liaison between service lines and counterpart within the client leadership. Provides and manages escalation support as it relates to designated service line. Ensures service lines execute on all deliverables. + Oversees all aspects of customer service center service delivery teams and operations. + Daily interaction with team leads to ensure objectives of the organization and customer service quality are maximized. + Experience conducting performance reviews of IT services. + Ensures continuous improvement is a focus area. + Overall responsibility for leading multiple programs, departments, or functional areas in a part time manner and as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures. + Responsible for ensuring Operational process and procedures are being followed for designated service lines, taking any needed corrective actions as required. + Responsible for taking feedback and any escalations communicated by counterpart within the program leadership; documents feedback & Escalations and take or recommend actions to address. + Monitor service line queues on a daily basis and provide feedback to service line leads to improve operational services. + Leads efforts in setting goals and objectives for the Service Desk Operations organization. + Facilitates the day to day management of customer problems/requests/issues. + Monitors incidents and ensures that Service Level Agreements (SLA) are met providing leadership and responsibility to address any failed SLA. + Identifies, recommends, and executes areas which need to be addressed by new or streamlined to include procedures, knowledge collateral, operational staffing, etc. + Performs follow up on incidents and escalations with customers as needed to ensure customer satisfaction. + Develops and maintains knowledge of customer and customer specific business environment. Ensures staff acquires customer specific skills and knowledge. + Manages and/or works on project work as appropriate. Provides support for new business transition activities as required. + Provides leadership and direction to staff as required. This includes training, evaluations, staffing, time reporting and other HR issues, as appropriate. + Maintains an informed status of operations by attending meetings, conferences and focus groups as appropriate. + Clearly defines and communicates roles and expectations to manage personnel. + Responsible for monitoring personnel performance and behavior, coaching, mentoring and taking disciplinary action as appropriate. + Assists in developing and communicating the necessary policies, procedures, standards and processes that promote productivity and effective resource utilization. **Minimum Qualifications** + Twelve (12) or more years in the field or related area; at least three (3) years of experience working in South Korea + BA/BS in information technology or related discipline + SECRET Clearance **Other Job Specific Skills** + Leadership/Management experience within IT operations and/or IT Service Management. + Excellent understanding of ITIL processes. + Excellent coordination skills across multiple departments of the program/client system. + Experience managing multiple and differing IT operational teams. + Excellent ability to motivate personnel in support of government customer needs. + Excellent counseling / interviewing skills on order to maintain the correct staffing in support of the project with minimal turnover. + Ability to constantly adapt to a growing and diverse delivery operational environment. + Full understanding of Service Desk operations and Customer operations. + Ability to work with all levels of technicians, Contract Management, and Customer Management. + Ability to work as a contractor and understanding the contractual requirements for communication with FTE customer, contractor, and end user customer. + Excellent customer service skills. + Excellent communication and interpersonal skills. **Compensation Ranges** Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. **EEO Requirements** It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. **Disclaimer** The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. 106,100-121,000 EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.