Help Desk Manager
About The Position
IronMountain Solutions, LLC is seeking a Help Desk Manager to support the SEVP Response Center Level I. The manager has overall responsibility for delivery of assigned tasks and activities, including contractor team performance and issue resolution. The role considers prioritization, subject matter expertise, technical and business information, risk management, and industry best practices when recommending approaches. The manager advises the Government on requirements, risks, issues, plans, schedules, and resources; establishes work standards and supervises contractor personnel; supports communication and prioritization; and works with Federal Leads to remove impediments and facilitate conflict resolution. The role also involves conducting call center studies and complex statistical analyses, recommending operational improvements, preparing research and briefing materials, and providing leadership and guidance to SEVP personnel and senior stakeholders. The position is full-time and remote. Physical duties occasionally include standing, walking, sitting, using tools or controls, reaching, climbing stairs, communicating effectively, and lifting or moving office products and supplies weighing up to 25 pounds.
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 project and/or operations management experience within a multi-tier/level call center of like complexity.
- Experience conducting call center studies and analyzing findings to recommend functional operations or program improvements.
- Experience with qualitative methods and quantitative analytical techniques.
- Experience with organizational and work-process relationships.
- Experience with administrative support activities related to 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 management and methods-improvement guidance; analyzing and advising on proposed reorganizations or functional realignments; and developing operations manuals and directives.
- Experience planning and executing strategies to enhance call center productivity and efficiency.
- Experience conducting complex response center statistical analysis, identifying trends, and implementing improvements that translate into measurable operational improvements.
- Experience with call center operations and 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 and the technologies and systems listed in the posting.
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 and improve transparency and information sharing.
- Assist with prioritization and resolution of conflicts, as requested.
- Participate proactively 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 functional operations or program improvements.
- Conduct complex response center statistical analysis, identify trends, and implement improvements that produce measurable operational results.
- Conduct comprehensive 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, providing leadership, technical direction, and guidance to SEVP personnel.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
