Help Desk Manager

IronMountain Solutions•Vienna, VA

2d•Remote

About The Position

IronMountain Solutions, LLC is seeking a Help Desk Manager to support the SEVP Response Center Level I. The manager has overall delivery responsibility for the work and activities, including contractor team performance and issue resolution. The role evaluates inputs and recommends approaches based on prioritization, subject matter expertise, technical and business information, risk management, and industry best practices. The manager advises the Government on requirements, risks, issues, plans, schedules, and resources; supervises contractor personnel and establishes work standards; supports communication, prioritization, and conflict resolution; and works with Federal Leads to remove impediments. The role also conducts call center studies and complex statistical analysis, identifies trends, recommends and implements improvements, and prepares research, analysis, briefing materials, and presentations for management and Federal staff. This is a full-time, remote position. The employee may occasionally stand, walk, sit, use tools or controls, reach, climb stairs, and lift or move office products and supplies weighing up to 25 pounds. Effective communication with employees and leadership at all levels is required.

Requirements

Bachelor’s degree.
Specialized experience managing operations and/or programs for a multi-tier/level call center.
Current Project Management Professional (PMP) certification.
Current HDI certifications.
At least 10 years of experience in project and/or operations management within a multi-tier/level call center of like complexity.
Experience conducting call center studies and analyzing findings to recommend functional operation or program improvements.
Experience with qualitative methods and quantitative analytical techniques.
Experience with organizational and work-process relationships.
Experience providing administrative support for analytical studies and projects.
Experience with project and management improvement, productivity improvement, and management controls.
Experience with long-range planning, including developing management and methods-improvement guidance, analyzing proposed reorganizations or functional realignments, and developing operations manuals and directives.
Experience planning and executing strategies to improve call center productivity and efficiency.
Experience conducting complex response center statistical analysis, identifying trends, and implementing improvements that result in measurable operational improvements.
Experience with call center operations and call routing and management technologies, including 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 orally and in writing.
Ability to conduct comprehensive research and analysis.
Ability to develop point papers and briefing materials and present them orally to all levels of management.
Ability to educate and inform senior management and Federal staff about alternatives.
Ability to provide 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 apply creative solutions to challenges.
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.

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 organizational policies, purposes, and goals to subordinates.
Assist with internal and external communication, improve transparency, and share information.
Assist with prioritization and resolution of conflicts as requested.
Participate in developing and maintaining team standards, tools, and best practices.
Work with Federal Leads to identify and remove impediments and prevent distractions.
Facilitate discussion and conflict resolution.
Conduct call center studies and analyze findings to recommend improvements to operations or programs.
Conduct complex response center statistical analysis, identify trends, and implement improvements that produce measurable operational gains.
Conduct research and analysis; develop point papers and briefing materials; and present materials orally to all levels of management.
Educate and inform senior management and Federal staff about alternatives, and provide leadership, technical direction, and guidance to SEVP personnel.