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Job Summary

Effectively manage the Facilities Service Desk at the Base Operations Support (BOS) NGA National Campus West (NCW) contract in St. Louis and Arnold, MO. Monitor facilities data in the Integrated Workplace Management System (IWMS) and coordinate with internal and external stakeholders. Support site’s project management team with managing communications, reporting requirements, and developing and maintaining plans. Support implementation of employee initiatives and mission integration as required by site’s project management and corporate teams.

Primary Duties

The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

These duties and responsibilities will be rated on the Annual Performance Review.

• Provides overall management of the Customer Service Center (CSC), Work Control and the CMMS in accordance with PWS. Coordinate all general internal and external communications and provides timely notifications and reports to project management team, customers, and contracting officer representatives.

• Oversees efficient receipt and execution of all NCW customer service requests received via telephone, web portal, or in person; and ensure all requests are properly routed on-time and regularly updated. Ensure status reports and updates are delivered accordingly.

• Develops, monitors, and reports on Key Performance Indicators, Standard Operating Procedures, Emergency action, and other plans. Ensures assigned programs are well documented and audit ready.

• Primary liaison to contracting officer representatives for coordinating WR approvals, responding to short notice requests, providing PWS required COR notifications, and other required timely communications.

  Additional Responsibilities

• Manages communications and coordination for large scale events. Perform planning, reporting, and tracking of open action items through closeout.

• Assists SSI Business Manager, acting business manager during absences

• On-site Diversity and Inclusion Advisor. Supports site employee initiatives and mission integration. Collaborates with project management and corporate departments on leadership formation, employee development, and special projects as needed. Create integration plans and report progress of initiatives.

• Monitors relationships with customers to identify and proactively resolve problems and/or conflicts while maintaining open communications with BOS team and government customers.

• Formulates NCW customer service and communications training SOPs programs and schedules; based on knowledge of identified training and in concert with NCW

• Develops and maintain operational plans. Creates, reviews, and updates operational plans and procedures as identified. Schedule and provide training to management and employees as needed.

• Performs management tasks including hiring, disciplinary actions, and performance evaluations.

• Perform other related duties as assigned.

  Qualifications: Education, Experience, and Certification(s)

• Bachelor’s degree in facilities managements, business administration, or related field required.

• 5 years of professional experience in customer service or communications management fields required.

• Valid driver’s license and/or access to reliable transportation to perform work-related travel required. Eligible drivers must have a good motor vehicle record (MVR).

• Ability to obtain and maintain a Top Secret/SCI government security clearance with polygraph is required.

• Experience with government Service Contract Act (SCA) preferred.

  Knowledge, Skills, and Abilities

• Must be able to work well with people internally and externally at all levels of the organization.

• Proficiency in Microsoft Office skills, and the ability to become familiar with corporate and site-specific programs and software.

• Excellent verbal and written communication skills.

• Exceptional customer service, problem solving, and de-escalation skills.

• Detail-oriented and able to carry out work with the highest levels of accuracy.

• Highly organized with ability to self-direct and work well under pressure to meet tight deadlines in a fast-paced environment.

• Ability to work effectively as a manager and a peer to accomplish required work.

• Must maintain high ethical standards with ability to respond effectively to sensitive inquiries or complaints.

• Ability to read, analyze, edit, interpret, and prepare complex, operational documents.

• A strategic leader with sound technical skills, good judgement, and passion for promoting ServiceSource’s mission to support people with disabilities.

  Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, reach with hands and arms, and talk and hear. The employee is occasionally required to stand and walk. The employee may occasionally lift or move products and supplies, up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.

What We Offer – for Benefit Eligible Employees May Include:

Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Health coverage for you and your family through Medical, Dental, and Vision plans.

• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.

• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.

• · Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.

• To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance. A generous paid time-off program in which the benefits increase based on your tenure with the company.

  ServiceSource is committed to hiring and retaining a diverse workforce and building an inclusive workplace. We are an Equal Opportunity and Affirmative Action Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information

ServiceSource is a leading nonprofit disability resource organization with programs and operations in 12 states and the District of Columbia. ServiceSource has regional offices located in Delaware, Florida, North Carolina, and Virginia. Collectively, the organization serves more than 29,000 individuals with disabilities annually through a range of innovative and valued employment, training, habilitation, housing and other support services. Our proven collaborative approach helps foster a more inclusive and supportive community where individuals with disabilities can succeed and thrive. Strategic partnerships with local community businesses, government entities and nonprofits help bridge the gaps for individuals with disabilities, creating sustainable opportunities that benefit the entire community and result in greater independence for the individual.

To learn more, you may click on the following video link:

https://www.youtube.com/watch?v=hLeXVPuKm1Y&t=48s

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