Service Center Supervisor

Service Center Supervisor

Amentum is seeking a Service Center Supervisor to join our team and support our McLean, VA customer. We are looking for team members who are passionate about making a difference by working on critical efforts we manage as a premier government contractor.

Here at Amentum, we are purpose-driven with a fierce commitment to deliver on our promises. We create trailblazing solutions, have unwavering integrity, and embrace inclusion and collaboration. Our team is excited to help customers solve today's and tomorrow's problems, giving confidence and reassurance that together we'll accomplish mission success.

Purpose / Scope:

The Service Center/Building Operations Center Supervisor ensures that the Building Operations Center (BOC) is adequately resourced with sufficient people, equipment, funds, training, and time management to be successful in their respective missions. The BOC Supervisor reports directly to the BOC Manager and will, at the direction of management, execute special project management or development. The BOC Supervisor must be able to work rotational shifts if needed, including nights, weekends, and holidays.

You enjoy providing mid-level management support while multitasking in a fast-paced, mission-critical environment and collaborating with stakeholders and other government agencies. One of your strong points is your eagerness to put customer needs at the forefront of your problem-solving. You are proactive in asking questions when you need more information to ensure customer needs are met in the most efficient way possible. As a team player, you thrive in helping your colleagues and look forward to supporting our customers professionally.

Essential Responsibilities:

• Assist management in providing guidance to the contract leadership team to maintain the daily operations and the data acquisition mission
• Communicate the short and long-range goals and objectives for the organization
• Maintain an aggressive staff training program that addresses the daily operational requirements as well as the BOC's emergency response mission
• Supervise a staff responsible for the monitoring of all facility activities related to operational, construction, and renovation activities for a 3 million square foot facility, as well as several other smaller sites within the Washington Metropolitan Area
• Responsible for the supervision of the BOC Program that includes the customer service call center and a 24/7 operations & monitoring team
• Consult with branch managers to determine BOC support requirements as well as recommend appropriate training
• Update and maintain Emergency Procedures handbook
• Coordinate and update Automated Calling Distribution Telephone System (ACDS) Access List and call priorities
• Coordinate and update Avaya Notification System as required
• Coordinate BOC activities to best utilize staff, materials, and equipment
• Resolve and follow up on all customer complaints/issues
• Represents the organization by participating in meetings, committees, and/or task teams with the customer
• Leads the development, implementation and upkeep of all section policies, plans, and procedures to ensure contractual compliance
• Manage personnel within the section including hiring, disciplinary actions, training, and evaluation of personnel performance
• Assemble and submit accurate weekly, monthly, annual, and all other requested reports by the required deliverable time
• Manage the QA/QC aspects for the section related tasks including the development and implementation of metrics to measure performance and actively work to improve processes at all levels
• Coordinate with shop management and/or client personnel to execute work to the customer's satisfaction
• Serve as back-up when needed to ensure required coverage is maintained
• This position requires on-call responsibilities

Minimum Requirements:

• Three (3) to five (5) years of experience in a supervisory role or similar function, preferably in a facilities maintenance environment
• Associates degree or equivalent, with additional training in the use of computers for data entry, word processing, reporting/spreadsheets, etc.
• Strong customer service background
• Must be highly organized, detail-oriented, and self-motivated.
• Must be able to communicate in a clear and professional manner and have excellent written communication skills
• Ability to plan, direct, motivate, and execute work necessary for branch and contract success while adapting to a changing environment
• Understand the client base to identify their needs and how to interact with them (customer relations)
• Must be a U.S. Citizen, able to obtain and maintain a Top-Secret Security Clearance

Preferred Qualifications:

• Facilities and operations management experience.
• Two to three years of working computer experience (data entry)
• Ability to effectively present information one-on-one and small groups to customers, clients, and other employees of the organization
• MAXIMO experience
• Must be able to read, speak, write, and understand the English language

Work Environment, Physical Demands, and Mental Demands:

Typical office environment with no unusual hazards, occasional lifting to 20 pounds, constant sitting while using the computer terminal, constant use of sight abilities while reviewing documents, constant use of speech/hearing abilities for communication, constant mental alertness, must possess planning/organizing skills, and must be able to work under deadlines.

Other Responsibilities:

Safety - Amentum enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe work environment. As appropriate, each employee is responsible for completing all training requirements and fulfilling all self-aid/buddy aid responsibilities, participating in emergency response tasks and serving on safety committees and teams.

Quality - Quality is the foundation for the management of our business and the keystone to our goal of customer satisfaction. It is our policy to consistently provide services that meet customer expectations. Accordingly, each employee must conform to the Amentum Quality Policy and carry out job activities in compliance with applicable Amentum Quality System documents and customer contracts. Each employee must read and understand his/her Quality Management and Customer Satisfaction responsibilities

Procedure Compliance - Each employee must read, understand and implement the general and specific operational, safety, quality and environmental requirements of all plans, procedures and policies pertaining to his/her job.

Compensation Details:

$85,000 - $110,000

The compensation range or hourly rate listed for this position is provided as a good-faith estimate of what the company intends to offer for this role at the time this posting was issued. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, market data, applicable collective bargaining agreements, and relevant laws.

Benefits Overview:

Our health and welfare benefits are designed to support you and your priorities. Offerings include:

• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement benefits (including 401(k) matching)
• Educational reimbursement
• Parental leave
• Employee stock purchase plan
• Tax-saving options
• Disability and life insurance
• Pet insurance

Note: Benefits may vary based on employment type, location, and applicable agreements. Positions governed by a Collective Bargaining Agreement (CBA), the McNamara-O'Hara Service Contract Act (SCA), or other employment contracts may include different provisions/benefits.