Help Desk Lead
Job Summary
Leading a team of customer service agents, the full-time remote Help Desk Lead will manage daily operations, develop help desk procedures, and ensure exceptional customer experiences while driving continuous innovation.
Key Responsibilities:
- Oversee daily operations and performance of a team of help desk customer service agents
- Develop and implement help desk procedures, standards, and best practices
- Monitor ticket queues, prioritize escalations, and maintain service level agreements (SLAs)
Required Qualifications:
- Ability to obtain a U.S. Federal Position of Trust clearance designation
- Bachelor's Degree in a related field with 5 years of experience in Help Desk operations or an AA degree with 7 years of experience
- Experience leading a progressive help desk and driving process optimization
- Proficiency with tools such as SNOW/AWS Connect/JIRA/Confluence
- Knowledge of the Healthcare industry and experience with Medicare/Medicaid projects is preferred
Complete Job Description
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