SUPERVISORY PROGRAM SUPPORT SPECIALIST

Summary You will serve as a SUPERVISORY PROGRAM SUPPORT SPECIALIST in the US NAVAL COMMUNITY COLLEGE. Responsibilities You will supervise and train a team of Tier 1 support staff (e.g., student coordinators) as well as coordinate taskers for contractors to ensure that they are effective at assisting with all support system requests and other duties as assigned. You will oversee the support center operations, including but not limited to the case ticketing systems and processes, Knowledge Management (KM) articles, as well as 21st Century support via chatbot and other live and asynchronous support mechanisms. You will ensure compliance with rules and regulations (e.g., response time, ticket closing processes) to remain in compliance with Department of Defense (DoD) regulations pertaining to active duty service members and reservists. You will act as a liaison with external contractors (e.g., tech help desk), as well as academic partners to formulate training and Knowledge Management (KM)...