Help Desk Manager

501743 Response Center Level I Help Desk Manager

Work Location:            Remote

Schedule:                    Full Time

IronMountain Solutions, LLC is seeking a highly qualified Help Desk Manager supporting the SEVP Response Center Level I.  The Help Desk Manager has overall delivery responsibility of the tasks and activities to include contractor team performance and issue resolution. The Help Desk Manager is a full-time employee. The manager factors in all inputs to derive a recommended approach based on factors including prioritization and subject matter expertise, technical and business information, risk management, and industry best practices.

Responsibilities:

• Consult with and advise the Government concerning requirements, risks, issues, project plans, schedules and required program resources.
• Formulate and enforce work standards, assign contractor schedules, review work discrepancies, supervise contractor personnel, and communicate policies, purposes, and goals of the organization to subordinates.
•  Assist with internal and external communication, improving transparency, and radiating information.
•  Assist with prioritization and resolution of conflicts, as requested.
• Participate proactively in developing and maintaining team standards, tools, and best practices.
• Work with the Federal Leads, identify and remove impediments, prevents distractions.
• Facilitate discussion and conflict resolution.
• Conduct Call Center studies and analyzing the findings to make recommendations for a functional operation and/or program.
• Conduct complex response center statistical analysis, identifying trends, and implementing required improvements, which translate into measurable operational improvements.
• Conduct comprehensive research and analysis to develop point papers, briefing materials, and to make oral presentation of these materials to all levels of management.
• Educate and inform senior management and Federal staff on various alternatives, providing clear leadership, technical direction, and guidance to all levels of SEVP personnel.
• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use tools or controls; normal physical activity (reach with hands and arms; climb stairs): and communicate effectively with all levels of employees and leadership. The employee must occasionally lift or move office products and supplies up to 25 pounds.

Qualifications Required: 

• Bachelor’s Degree and specialized experience in managing operations and/or programs for a multi-tier/level Call Center.
• Current Project Management Professional (PMP) and HDI Certifications.

Experience Requirements

• Minimum of ten (10) years of experience in project and/or operation management within a multi-tier/level Call Center of like complexity.
• Experience conducting Call Center studies and analyzing the findings to make recommendations for a functional operation and/or program.
• Experience with qualitative methods and quantitative analytical techniques.
• Experience with organizational and work processes relationship.
• Experience with administrative support activities related to performing a wide variety of analytical studies and projects.
• Experience with project and management improvement, productivity improvement and management controls.
• Experience with long-range planning including developing guidance on techniques for management and methods improvement, analyzing and advising on proposed reorganizations or realignment of functions, and developing manuals and directives covering varying aspects of operations.
• Experience planning and executing strategies to enhance productivity and efficiency throughout a call center.
• Experience conducting complex response center statistical analysis, identifying trends, and implementing required improvements, which translate into measurable operational improvements.
• Experience working with Call Center operations including call routing and management technologies (ACD, IVR Web, Chat, Email, Social Media, SMS/Text, Mobile, Fax, Phone and Mail), workforce management systems, knowledgebase systems, quality assurance applications, and business intelligence software.
• Ability to communicate effectively, both orally and in writing.
• Ability to conduct comprehensive research and analysis.
• Ability to develop point papers, briefing materials, and to make oral presentation of these materials to all levels of management.
• Ability to educate and inform senior management and Federal staff on various alternatives.
• Ability to provide clear leadership, technical direction, and guidance to all levels of SEVP personnel.
• Ability to review, synthesize and prepare highly technical, sensitive, and complex documents, briefing materials, management directives and correspondence.
• Ability to adapt to changing environments and to apply creative solutions to various challenges.
• Ability to demonstrate knowledge and understanding of Call Center operations including call routing and management technologies (ACD, IVR Web, Chat, Email, Social Media, SMS/Text, Mobile, Fax, Phone and Mail), workforce management systems, knowledgebase systems, quality assurance applications, and business intelligence software.

IronMountain Solutions is an Equal Opportunity Employer