New

Video Teleconferencing Support Supervisor

Pantex Plant
tuition reimbursement, 401(k)
United States, Tennessee, Oak Ridge
Jun 05, 2025
Location: Oak Ridge, TN Job Title: Video Teleconferencing Support Supervisor Career Level From: Supervisor Career Level To: Organization: Y-12 IT Service Management (51130645) Job Specialty: End-User-Support What You'll Do Management of the day to day operations of the Video Teleconferencing Staff at New Hope Center and Jack Case. Supports and coaches team members on effective methods to research, troubleshoot and deliver solutions. Provide leadership in developing staff knowledge and understanding of the ITIL Framework for service management. Ensuring that all processes used by VTC staff are thoroughly documented, consistently audited and regularly improved. Drive customer focused solutions and act as an advocate for providing the best practice solution on behalf of the customer. Handle customer escalations as deemed appropriate and foster a mutually beneficial resolution while maintaining a respectful and professional environment. Regularly communicates with tier 1 and tier 3 leadership to foster a collaborative working environment. Maintain reports and metrics showing team progress to upper management. Responsible to aid in recruiting, and for developing team technical talent. Utilizes metrics and Service Level Agreements (SLA) to provide service excellence for VTC support services. Coordinating, staffing, and monitoring project work which requires teleconferencing support. Work closely with the appropriate tier levels to address emergent issues to provide timely and efficient resolutions to issues. Responsible for time card reviews, staff training, staff development, and performance appraisals. Will lead and develop staff to look for and perform work safely, securely, with zero defects, and delivered as promised. Works independently, takes initiative, and meets deadlines. What You Can Expect Meaningful work and unique opportunities to support missions vital to national and global security Top-notch, dedicated colleagues Generous pay and benefits with a stable organization Career advancement and professional development programs Work-life balance fostered through flexible work options and wellness initiatives Minimum Job Requirements Bachelor's degree: Minimum 5 years of relevant experience. OR Thirteen or more years of education and/or relevant experience may be considered to satisfy educational and years-of-experience requirements for this posting. Preferred Job Requirements Use of ServiceNow software for incident and problem management preferred. Proficient in SCCM, ServiceNow, PATS, SharePoint. Proficient in Microsoft Office. Understands DOE and CNS policies and procedures. Familiar with classified and unclassified requirements. Demonstrated experience working with service level agreements (SLA). Demonstrated commitment to strong customer service. Demonstrated ability to improve processes. Demonstrated ability to work independently, take initiative, and meets deadlines. Demonstrated understanding of safe work environment and practices. Demonstrated ability building and leading teams. Experience showing increasing level of responsibility, initiative, and leadership. Past experience in one or more of the following areas: classified/unclassified support, datacenter operations, cyber security, network engineering, service desk, software development, IT operations, desktop hardware, troubleshooting personal computers, telecommunications, mobile devices, or IT project management. Why Y-12? You get #morethanajob. We encourage employees to achieve a healthy personal balance among home, work and the community. One of the ways we embrace work-life balance is by offering flexible work arrangements that provide alternatives to the traditional workweek, while still meeting business needs. Top talent and personal commitment mean more to our success than any other factors, so we reward our people with the kinds of benefits that make a positive difference in the quality of their lives. Benefits such as: medical plan, prescription drug plan, vision plan, dental plan, employer matched 401(k) savings plan, disability coverage, education reimbursement and many more. Want to stay healthy and fit but hate the cost of a gym membership? Take advantage of one of our onsite workout facilities and eat healthy in our onsite cafeterias. Much more than a workplace, at Y-12, you can build a career that lasts a lifetime. Notes The minimum education and experience for the lowest career level in the job posting range are listed under Minimum Job Requirements. Successful candidates hired into a higher career level than the minimum in the range must meet the requirements listed in the job leveling charts for the career level into which they are being hired. If a range of Career Levels is posted, i.e., Senior Associate to Senior Specialist, internal applicants already in one of the Career Levels would come across at their current Career Level. Internal applicants currently in a lower level Career Level would move to the lowest posted Career Level. Requires a Q clearance; however all qualified candidates will be considered regardless of their current clearance status. The ability to obtain and maintain a Department of Energy Q clearance is required. This position may require entry into the Material Access Areas (MAA) and participation in the Human Reliability Program (10 C.F.R. Part 712), which requires successful competition of a DOE counterintelligence evaluation and may include a counterintelligence-scope polygraph examination. This position may be categorized as a "designated position" identified by 10 C.F.R. Part 709, requiring successful completion of a DOE counterintelligence evaluation that may include a counterintelligence-scope polygraph examination. CNS is a drug-free workplace. Candidates accepting a job offer will be required to pass a pre-placement physical, drug screening and background investigation. As an employee, you may be required to receive and maintain a security clearance from the United States Department of Energy in order to meet eligibility requirements for access to sensitive information or matter. U.S. citizenship is a requirement for security clearance applicants. All employees are subject to being randomly selected for drug testing without advance notification. CNS is an equal opportunity employer. All qualified applicants will receive consideration for employment based on merit and without regard to race, color, religion, sex, sexual orientation, national origin, protected veteran status or disability.