Helping Our Client Expand Their Scope by Improving Service Desk Metrics with Security-cleared, Highly Technical Consultants
Challenge
Our client, a certified Native American-owned small business, was awarded a large task order at a Defense Information Systems Agency (DISA). The task order was issued under a five-year indefinite delivery, indefinite quantity (IDIQ) contract to handle all user support for a large enterprise-level support services contract.
Our client was not meeting their agreed-upon service level agreements, and they needed to improve call resolution metrics. To accomplish this, they needed to staff a service desk available twenty-four hours a day, seven days a week within a month. The staff needed active security clearances and high-level technical proficiencies in desktop and server support. The staff also had to be screened, hired, and onboarded rapidly.
Solution
Beacon Hill Government Services vetted a team of over thirty high-quality desktop and server support engineers and handled all clearance transfers within thirty days.
Achievements
Our team was fully operational within our client’s thirty-day window. We provided high-quality resources with active clearances that covered the service desk’s hours.
Many of our consultants were quickly promoted to supervisory and management-level roles. Additionally, due to the success of our partnership, our client successfully increased the scope of their contract with their government client.
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