Service Desk Supervisor

Posted 2024-11-07

💎 Seniority level: Manager, 2 years of experience supervising and managing service desk representatives; 5 plus years of experience supporting a service desk or call center operation

📍 Location: Maryland

🔍 Industry: Information Technology / Health Industry

🏢 Company: Sparksoft Corporation

⏳ Experience: 2 years of experience supervising and managing service desk representatives; 5 plus years of experience supporting a service desk or call center operation

🪄 Skills: LeadershipCommunication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer serviceMentoringAttention to detailOrganizational skillsTime ManagementWritten communicationMultitaskingDocumentationCoaching

Requirements:

2 years of experience supervising and managing service desk representatives.
5 plus years of experience supporting a service desk or call center operation.
Experience in the health industry/health insurance domain preferred but not required.
Experience with ServiceNow, Jira, Confluence and password management tools.
Experience serving CMS or US Federal Government Helpdesk/ServiceDesk as Tier 1 Customer service representative.
Candidates must be able to obtain and maintain a Public Trust clearance.
Candidates must have lived in the United States 3 out of the past 5 years.

Responsibilities:

Provides Supervisory Oversight of Tier 1 Personnel - Customer Service Representative.
Prioritize tasks to handle Supervisor escalations and prepare to handle incoming calls during AHOD scenarios.
Operate to meet client provided Key Performance Indicators, monitor and report on performance metrics.
Record and monitor every customer inquiry throughout the lifecycle, accountable for tracking every ticket.
Collect, analyze, maintain, create, and share organizational knowledge to enhance efficiency.
Review, update, and maintain SOPs, plans, and guides for stakeholder interactions.
Monitor and evaluate agent performance, providing coaching and corrective actions.
Assess helpdesk operations to identify areas for improvement and develop actionable insights.
Support and coach team members on effective methods to research, troubleshoot and deliver resolutions.
Collaborate with other supervisors and management to support agents and maximize customer satisfaction.

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