8 дней назад
Help Desk Team Lead
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Help Desk Team Lead (Customer Service Operations): Leading a help desk customer service team and managing daily operations with an accent on KPI performance, ticket escalation, service level agreements, and continuous improvement. Focus on developing procedures, analyzing operational trends, maintaining knowledge-base content, and implementing new technologies and processes.
Location: Remote within the United States; must reside in and be able to perform work in the U.S. On-site work is available at offices in Arlington, VA, and Baltimore, MD. Candidates must have lived in the United States for 3 of the last 5 years.
Company
delivers digital services and technology solutions for federal health, public safety, and other government agencies, including solutions involving artificial intelligence and emerging technologies.
What you will do
- Oversee daily operations and performance for a team of help desk customer service agents.
- Develop and implement help desk procedures, standards, and best practices.
- Monitor ticket queues, prioritize escalations, and maintain service level agreements.
- Ensure prompt resolution or appropriate escalation of inquiries related to supported applications.
- Analyze historical and forecasted trends to provide data-driven operational recommendations.
- Oversee knowledge-base maintenance and collaborate with program teams on new technologies and procedures.
Requirements
- Must be based in and able to work from the United States.
- Must have lived in the United States for 3 of the last 5 years.
- Ability to obtain a U.S. Federal Position of Trust clearance designation.
- Bachelor’s degree in a related field and 5 years of help desk operations experience, or an associate degree and 7 years of experience.
- Experience leading a large help desk team and driving process optimization.
- Strong analytical, decision-making, communication, collaboration, and problem-solving skills.
Nice to have
- Experience with ServiceNow, AWS Connect, JIRA, or Confluence.
- Knowledge of the healthcare industry and experience with Medicare or Medicaid projects.
- Experience with continuous improvement methodologies and innovative approaches to operational challenges.
Culture & Benefits
- Mission-driven work supporting veterans, service members, civilians, and federal agencies.
- Support for veterans, transitioning service members, and military spouses.
- Top-tier benefits supporting physical, mental, and financial well-being.
- Growth-oriented environment with opportunities to learn new skills and advance professionally.
- Inclusive workplace focused on collaboration, opportunity, and employee development.
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