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Senior Market Research Manager- Market Strategy and Understanding

IAP Worldwide Services, Inc

Senior Market Research Manager- Market Strategy and Understanding

National
Full Time
Paid
  • Responsibilities

    IAP – INGENUITY AND PURPOSE

     

    WWW.IAPWS.COM

    As a leading international services company for more than 65 years, IAP provides a broad spectrum of services and solutions to U.S. and international government agencies, and organizations.  A world-class leader in providing seasoned program management, IAP leverages and integrates its capabilities – IT & Communications, Aviation & Engineering Solutions, Power Solutions, Infrastructure & Logistics - to provide safe, innovative, and reliable solutions to meet customers' diverse and complex challenges.  With 2,500 team members, IAP operates in more than 110 locations in 27 countries worldwide and maintains offices in the Washington D.C. area, Florida, Maryland, Oklahoma, the United Kingdom, and the Middle East.  Learn more at www.iapws.com.

     

    SUMMARY: The Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving end user help requests. Resolving technical problems and answering queries in a help desk environment in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. Use expertise in customer service and technical knowledge to diagnose, identify, isolate and analyze problems utilizing historical database records.

    ESSENTIAL JOB FUNCTIONS:   (not limited to duties as described – performs related duties as requested)

    • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
    • Alert management to emerging trends in incidents
    • Act as an escalation point for advanced or difficult help requests.
    • Build rapport with service desk customers.
    • Resolve or escalate problems (when required) to appropriate support
    • Install, configure or remove software
    • Install, replace or repair Cat 5/6 cable
    • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
    • Create request ticket and Route call as is appropriate to the correct responsible party within IT.
    • Perform post-resolution follow up as required.
    • Develop help sheets and FAQ lists for end users.
    • Act as the administrator of the telephone VOIP system for Moves, Add, and Changes. Responsible for the activation and deactivation of lines both land lines and cellular
    • Act as the administrator of the CATV system for Moves, Add, and Changes. Responsible for the activation and deactivation of channels
    • Alert management to recurring problems and patterns of problems

     

    LEVEL OF SUPERVISION:

    • Individual contributor

     

    EDUCATION & EXPERIENCE: (OR EQUIVALENT)

     

    • Three to five years PC hardware / software installation, maintenance / repair

     

    KNOWLEDGE & SKILLS:

     

    • Exceptional written and oral communication skills.
    • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
    • Knowledge of call tracking systems such as Maximo, Remedy, etc.
    • Proficiency with Office applications: Word, Excel and Powerpoint. 
    • Excellent customer service skills

     

     

    SECURITY CLEARANCE:

    • Secret with potential to upgrade to Top Secret

      

    EEO STATEMENT

    IAP IS AN EOE, INCLUDING DISABILITY/VETS.    

    ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, GENDER IDENTITY, NATIONAL ORIGIN, DISABILITY, OR STATUS AS A PROTECTED VETERAN.  

     

     

     

     

     

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    Required Skills Required Experience

  • Qualifications

    Qualifications and Education Requirements

    • Minimum of 7 years in program management; with at least 2 years of managing contracts with the U.S. Government
    • Bachelor’s degree from an accredited college or university in Business Administration, Engineering Management, Architecture, or Engineering
    • Top Secret Clearance

    Preferred Skills

    • PMP Certified
    • Experience with systems such SharePoint and CMMS based systems
    • Physical ability to travel overseas