Help Desk Supervisor

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This position is fully remote.

Job Purpose: Oversee a team of Help Desk Agents responsible for Tier 0 administrative tasks and Tier 1 direct customer contact support services. Provide oversight, training, and coaching to Help Desk Agents who are required to provide technical advice, trouble analysis, problem resolution, general information, systems support, course ware access, customer records maintenance, data entry, problem detection, and DL course ware enrollments.

Essential Duties:

• Provide day-to-day supervision and coaching of Help Desk Agents
• Resolve Tier 1 level help desk support
• Monitor productivity of Help Desk Agents and recommend training or support as needed
• Communicate changes to procedures and/or protocol to ensure contract compliance
• Determines department scheduling and staffing needs

Additional Duties and Responsibilities: Performs call audits, quality coaching, and training. Maintains database to track and report on quality metrics; makes recommendations for process efficiency. Generates government required and organizational reporting. Support Alternate Assistant Contract Program Manager with related administrative duties as needed. This contract is a 24/7 day operation that may require your flexibility to provide coverage over different shifts. As essential personnel, shift assignments may require you to work on holidays, late evenings, overnight, and during INCLEMENT weather conditions or emergency situations.

Education, Experience, Certifications and Licensures: High School Diploma or equivalent 2+ years of experience in technical support, advanced customer service, or equivalent role 1+ years of supervisory experience in a call center environment. Understanding of personal computers, working knowledge of Microsoft operation systems (versions 7 and above), Microsoft Office suites (version 10 and above) and internet browsers (Firefox, Internet Explorer) Information Technology associates degree and/or applicable certifications preferred but not required

Knowledge, Skills and Abilities: Understanding of military terminology and Army Training programs. Must successfully pass all pre and post-employment background screening requirements to include drug screening. Ability to obtain and maintain government issued CAC is a condition of employment

Physical Demands: While performing the duties of this job, the employee is regularly required to talk, hear and respond to customers and employees. The employee frequently is required to sit for extended periods of time, stand, use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch. The employee must regularly lift and/or move up to 25 pounds and occasionally life and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The ability to travel in support of the Organization's mission.

Work Environment: While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually quiet. Essential personnel are required to work in the event of disaster, inclement weather or any other emergency that may otherwise close the base operations.

We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person's race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information