Help Desk Team Lead
Job Posting for Help Desk Team Lead at Tuknik Government Services
Help Desk Team Lead
- Main Hours: 8:00am-4:30pm
- Assist working: After 4:30 when needed
- Rotate working on-call weekends
- Location: Baltimore
Job Responsibilities listed below:
The person selected will be able to do the following:
- Ensure policies and guidelines are being followed by the team
- Coaching, Mentoring and Meeting with CSR’s
- Be able to effectively interact with all team members in both locations
- Manage Schedules
- Assist with ticket management
- Coordinate callback efforts
- Assist with phone calls, especially in the mornings
- Work weekends – On-Call
- ACD Monitoring- Ensure Agents are logged into phones
- Dispatch Reports, Staffing Count
- Follow the Incident Management Process (Outage Notification)
- QA agents tickets
- Expert in PII and VIP process
- Weekly and monthly reporting
- Dial into Tiger Calls and provide status report to CC Manager
- Back-up to other leads when needed
- Work closely with the other leads and Call Center Manager
- Able to get task completed ASAP when needed
- Assist with new hires on-boarding
- Ensure SLA’s are being met
- Ensure the queues are managed daily
- Provide manager with weekly status report
- Attend weekly leads meeting and convey message to the team
- Scheduling
- Review ACD reports
- Monitor calls
- Other duties as assigned.
The candidate must: To apply for the position you must have the below qualifications:
- Attendance – Meets or exceeds expectations
- No performance Issues
- Tickets- Should not be on the weekly report for returned tickets
- Able to communicate effectively verbally and in writing
- Able to Multi-task
- Must be a team player – Able to work with your co-workers and management
- SSA Call Center experience for at least 6 months
Working Environment & Conditions
This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.
Our Equal Employment Opportunity Policy
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.
EOE Minorities/Female/Protected Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
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Salary.com Estimation for Help Desk Team Lead in Baltimore, MD
$43,479 to $60,243
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