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Job Description
- Req#: 4983134008
Employer Industry: Digital Services and Technology Solutions for Government Agencies
Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Comprehensive benefits package supporting physical, mental, and financial health
- Work in a dynamic and innovative environment focused on continuous improvement
- Lead a large Help Desk team, impacting the support services for veterans and service members
- Engage in a culture of inclusion and opportunity for all employees
- Play a pivotal role in enhancing customer experience through strategic leadership
What to Expect (Job Responsibilities):
- Lead and manage the Help Desk team, including recruitment, onboarding, training, and performance evaluation
- Design, implement, and continuously improve help desk procedures and standards for high-quality support
- Ensure timely resolution or appropriate escalation of support inquiries related to applications and systems
- Monitor ticket queues and prioritize escalations, ensuring adherence to service level agreements (SLAs)
- Collaborate with internal teams to support the implementation of new technologies and procedures
What is Required (Qualifications):
- Ability to obtain a U.S. Federal Position of Trust clearance designation
- Must reside in and be able to perform work in the United States
- Minimum of five (5) years' experience working in Medicare programs
- Bachelor's Degree in a related field is required
- Experience leading a Help Desk team of 100+
How to Stand Out (Preferred Qualifications):
- Strong stakeholder management skills with effective communication at all levels
- Experience with continuous improvement methodologies and process optimization
- Proficiency with tools such as SNOW/CXOne/JIRA/Confluence
- Dynamic leader with a proactive approach to problem-solving
- Strategic thinker with a growth mindset
#DigitalServices #HelpDeskManagement #CareerGrowth #InnovativeCulture #GovernmentSupport
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