Help Desk Manager

Job Family *:
User Support (Digital)
Travel Required *:
None
Clearance Required *:
Ability to Obtain Public Trust
Guidehouse Digital is seeing a Help Desk Manager. This position requires a hands-on technical leader who is responsible for the delivery of a superior customer support experience for the internal and external user community. The manager is expected to lead and guide the Help Desk team with complex technical issues while meeting Customer Satisfaction and Service Level Agreement metrics. Additionally, the Help Desk manager must have strong leadership and communication skills to lead their team to exceed performance expectations.
The work location is currently remote. Future work location can be in our Rockville, MD office or remote- anywhere in the United States.
What You Will Do *:
Manage the help desk team and evaluate performance.
· Establish work schedules, approve timecards, and maintain employee attendance and performance records for direct reports, on a weekly, monthly, quarterly, and yearly basis.
· Conduct performance analysis utilizing the system and human-generated data
· Recruit, train, and support help desk analysts and technical support teams by recommending necessary improvements.
· Delegate work assignments, set expectations, and monitor delegated activities
· Contribute to improving customer support by actively responding to queries and addressing survey complaints.
· Establish best practices, and team goals and lead staff to achieve desired results while being accountable for team performance.
· Define and implement processes and procedures for supporting internal and external users.
· Evaluate end-user processes to identify areas of improvement.
· Develop daily, weekly, and monthly reports on the help desk team's productivity.
· Foster positive end-user relationships and drive customer satisfaction.
· Promote continuous improvement of both Tier 1 and Tier 2 support teams.
· Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
· Gather and report operational metrics, accomplishments, and priorities for monthly Technical Status Review meetings.
· Ensure accurate and timely escalation of user issues for ticket resolution.
· Effectively lead team effort and integrate skills and strengths of individuals across teams and projects and organizational success.
· Prepare and present employee monthly appraisals, mid-year, and annual evaluations
· Coach, develop, and mentor staff and oversee group activities and productivity
· Establish work schedules, approve timecards, and maintain employee attendance and performance records for direct reports
· Monitor and manage individual team performance, metrics, service levels, and quality to ensure customer satisfaction
· Present monthly and quarterly productive metrics to federal and program leadership
What You Will Need *:
BS degree with a minimum of 7 years of Help Desk/Call Center management experience.
· Proven work experience as a Help Desk/Call Center Manager (leading a team of 20 people) and handling 50,000 tickets/year.
· Have experience Supervising employees; including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, etc.
Have a solid understanding of contact center technology (ACD, CTI, QA, IVR, and KPI) with a preference for deep knowledge in at least one.
· Customer-service oriented with a problem-solving attitude
· Strong written and verbal communication skills, including the ability to present monthly metrics to the senior leadership team.
· Ability to work independently and manage multiple task assignments.
· Strong problem-solving and troubleshooting skills with the ability to exercise mature judgment.
Able to analyze data and make data-driven decisions.
What Would Be Nice To Have *:
An advanced degree
· Ability to work independently and manage multiple task assignments.
· Strong understanding of Salesforce Lightning and Amazon Connect
· Strong problem-solving and troubleshooting skills with the ability to exercise mature judgment.
The annual salary range for this position is $0.00-$0.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.
What We Offer:
Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.
Benefits include:
- Medical, Rx, Dental & Vision Insurance
- Personal and Family Sick Time & Company Paid Holidays
- Parental Leave
- 401(k) Retirement Plan
- Group Term Life and Travel Assistance
- Voluntary Life and AD&D Insurance
- Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
- Transit and Parking Commuter Benefits
- Short-Term & Long-Term Disability
- Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
- Employee Referral Program
- Corporate Sponsored Events & Community Outreach
- Care.com annual membership
- Employee Assistance Program
- Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
- Position may be eligible for a discretionary variable incentive bonus
About Guidehouse
Guidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.
Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.
If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.
Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.