Services Manager

ASRC Federal Communications is seeking an Services Manager for our ISS2 contact supporting our Air Force customer. This position is located on Wake Island. It’s a rotational position in which the selected employee will work a schedule of 3 months on the island and 1 month off, Wake Island is 2,100 miles away from HNL. While working on-site housing is provided and all meals are furnished through the cafeteria.  Job Overview 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.   Required Qualifications:  High school diploma or GED Four (4) years of production control work history or related training 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 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. Valid driver's license with acceptable driving record.  Must pass a background check, drug screening, fingerprints, and a fit-for-duty physical exam; candidates must be medically cleared for long-term residency in a remote location with limited access to healthcare. Ability to pass a National Agency Check with Inquires background investigation. Preferred: Some related college experience