American Systems is an employee-owned federal government contractor supporting national priority programs through strategic solutions in Information Technology, Test & Evaluation, Program Mission Support, and Engineering & Analysis. They foster a culture of accountability, collaboration, and engagement while offering a competitive benefits package including an Employee Stock Ownership Plan (ESOP).
Assess the quality of the performance of our end user Service Desk.
Monitor Service Level Agreement (SLA) metrics and assess technical accuracy, customer service performance, and conformity to company policies and procedures.
Assist in developing, creating, and implementing quality processes and procedures; as well as making recommendations for the overall program to enhance the customer experience.