Employment Type: Full-Time | On-site with Hybrid Flexibility
Reports To: Service Desk Manager / IT Operations Lead
Position Summary:
The IT Service Desk Engineer – ACD & VIP Support is responsible for delivering high-quality, 
customer-focused technical support to end users through a managed Automated Call 
Distribution (ACD) system. This role involves administering and operating ACD functionalities, 
handling incidents and service requests, managing task workflows, and providing dedicated VIP 
support. The engineer will work closely with ’s Cybersecurity, Service Management, and IT 
Operations teams to ensure compliance, efficiency, and superior user experience.
Key Responsibilities:
1. Automated Call Distribution (ACD) System Management
• Manage and operate an ACD system that meets ’s performance, security, and uptime 
requirements, as approved by Cybersecurity.
• Support and maintain system components including:
o IVR (Interactive Voice Response): Enable self-service options to reduce call 
volumes and improve resolution efficiency.
o Queue Management: Configure personalized greetings, messages, overflow 
handling, and queue prioritization for different departments.
o Call Recording & Monitoring: Support quality assurance, performance 
evaluation, and agent training initiatives.
o Real-time Reporting & Analytics: Provide dashboards and insights into call 
volume, wait times, agent performance, and customer satisfaction.
o Historical Reporting: Analyze call patterns, identify peak times, and 
recommend staffing or process improvements.
o Ensure high system availability and uptime to minimize operational 
disruptions.
• Implement and manage advanced ACD features such as:
o Automatic Callback: Offer callers the option to receive callbacks instead of 
waiting on hold.
o Call Barging and Whisper Coaching: Enable supervisors to monitor and coach 
live calls to enhance agent performance and customer experience.
2. Task Management & Incident Resolution
• Complete incidents, service requests, and problem tickets in alignment with ’s ITSM 
processes.
• Develop and maintain Knowledge Base articles, best practices, and troubleshooting 
scripts to increase first-call resolution rates.
• Continuously update ’s knowledge repository with known issue resolutions, 
workarounds, and process improvements.
• Provide basic cybersecurity support as directed by , including phishing response and 
MFA credential assistance.
• Process end-user requests for hardware, accounts, certificates, and other resources, 
ensuring a smooth onboarding experience.
• Collaborate with service management teams to enhance process efficiency, 
communication, and incident handling between internal and external stakeholders.
• Assist users with access to resources on non- devices while adhering to security 
guidelines.
• Manage the loaner device program, including check-in/out, tracking, and end-user 
coordination to ensure productivity continuity.
• Participate in short-term, project-based rollouts as assigned.
• Stay current with emerging Service Desk technologies and recommend tools or 
methods to enhance operational performance.
3. VIP Support Services
• Provide dedicated 24x7 VIP support to -identified users, ensuring rapid response and 
personalized service.
• Respond to VIP tickets within established Service Level Agreements (SLAs).
• Follow defined VIP support procedures, ensuring high-quality interaction, 
confidentiality, and professionalism.
• Maintain strong communication and rapport with VIP users to ensure satisfaction and 
continuity of service.
Mandatory Skills & Qualifications:
• Minimum 1 year of Service Desk experience in an enterprise or government 
environment.
• Hands-on experience managing or supporting Automated Call Distribution (ACD) 
systems and Virtual Call Center (VCC) tools.
• Strong understanding of ITIL/ITSM processes and familiarity with tools such as 
ServiceNow, Remedy, or Jira Service Management.
• Proven ability to provide exceptional customer support via phone, web, and chat 
channels.
• Experience with call routing, queue management, and IVR systems.
• Basic knowledge of cybersecurity awareness, including phishing prevention and MFA 
administration.
• Excellent documentation, communication, and analytical skills.
• Ability to multitask, prioritize, and work effectively under pressure.
Preferred Skills and Certifications:
• ITIL v4 Foundation Certification or equivalent.
• CompTIA A+ / Network+ / Security+ certifications.
• Microsoft Certified: Modern Desktop Administrator Associate or equivalent.
• Experience with platforms such as Cisco UCCX, Genesys, Avaya, or Five9 for ACD/IVR 
management.
• Exposure to Power BI or similar tools for reporting and analytics.
Work Environment:
• On-site at during designated business hours, with availability for after-hours VIP 
support as required.
• Collaborative environment involving Service Desk, Cybersecurity, and IT operations 
teams.
• Requires professionalism, confidentiality, and adherence to ’s security and compliance 
policies.
Key Attributes for Success:
• Strong customer service mindset with attention to detail.
• Proactive problem solver with strong communication and collaboration skills.
• Technically adept and adaptable to new systems and tools.
• Dependable, punctual, and capable of working in a fast-paced, high-visibility 
environment.