Help Desk Manager

Job Summary

A company is looking for a Help Desk Lead to manage Help Desk operations and enhance customer experience.

Key Responsibilities:

• Lead and manage the Help Desk team, including recruitment, onboarding, and performance evaluation
• Design and improve help desk procedures and standards to ensure high-quality support services
• Monitor ticket queues and ensure timely resolution of support inquiries while adhering to 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 is required
• Minimum of five (5) years' experience working in Medicare programs preferred
• Experience managing a Help Desk team of 100+
• Proficiency with tools such as SNOW/CXOne/JIRA/Confluence