Job Type

Full-time

Description

QBE is seeking a motivated, career and customer-oriented Shift Lead III (Senior) to join our team in Doral, FL.

Responsibilities include but are not limited to:

The Shift Lead III is responsible for the overall operation and sustainment of Enterprise Service Desk (ESD) activities within a rotating shift environment, ensuring consistent and high-quality support to end users They provide supervision and leadership to ESD personnel, fostering a collaborative and high-performing team environment They mentor and coach team members, providing guidance and support to enhance their technical skills and customer service abilities They conduct performance evaluations, identify training needs, and contribute to the professional development of ESD staff They perform in-depth problem analysis and troubleshooting, resolving complex technical issues escalated from Tier 1 support They coordinate with vendors and third-party personnel as needed to resolve issues, ensuring timely and effective solutions They monitor ESD operations to ensure compliance with Standard Operating Procedures (SOP) and adherence to Government-approved Service Level Agreements (SLAs) or delivery metrics They analyze ESD performance data, identify trends and areas for improvement, and contribute to the ongoing optimization of ESD operations They participate in the implementation and ongoing improvement of the ESD, providing expertise and leadership in the transition to the new service delivery model They collaborate with other IT Teams and stakeholders to ensure seamless integration of the ESD within the overall IT support structure The Shift Lead III provides direction and mentorship to subordinate staff #qf

#qg

Requirements

Minimum Qualifications: HS degree Experience in field necessary to assume Shift Lead III duties and a minimum of 7 years of relevant Shift Lead III experience. A candidate holding a relevant Bachelor's degree may be granted 2 years' experience credit for that extra education. Five years of position-specific relevant experience. Experience in IT service desk or a related field, with a proven track record of providing technical support and managing service desk operations. Deep understanding of IT service desk principles, processes, and best practices (e.g., ITIL-informed framework). Expertise in troubleshooting common IT issues related to hardware, software, networks, and applications. Proficiency in using service desk tools and technologies, such as ticketing systems, remote support tools, and knowledgebases. Familiarity with various operating systems, applications, and network infrastructure. Proven ability to lead and supervise a team of service desk technicians. Strong communication and interpersonal skills to effectively interact with team members, customers, and stakeholders. Ability to delegate tasks, provide guidance, and motivate team members. Experience in managing service desk operations, including shift scheduling, performance monitoring, and reporting. Strong analytical and problem-solving skills to diagnose and resolve complex technical issues. Ability to identify root causes and implement effective solutions. Experience in coordinating with vendors and third-party support providers. Understanding of Service Level Agreements (SLA) and their importance in service delivery. Ability to monitor and ensure compliance with SLAs. Experience in reporting on service desk performance metrics. Desired Qualifications: Bachelor's degree in Information Technology, Computer Science, or a related field. Expertise in a specific area of IT support (e.g., networking, security, cloud computing). Experience with service desk automation and scripting. Knowledge of IT security best practices and incident response procedures. ITIL Foundation certificate. Relevant IT certifications (e.g., ITIL Foundation, HDI Support Center Analyst, CompTIA A+). Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component is desired. Clearance Requirements: Must be eligible for or have a current/active Secret Eligible clearance.

QBE is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender, gender-identity and/or expression, age, disability, Veteran status, genetic information, pregnancy (including childbirth, lactation, or other related medical conditions), marital-status, neurodivergence, ethnicity, ancestry, caste, military/uniformed service-member status, or any other characteristic protected by applicable federal, state, local, or international law.