Help Desk Shift Lead - Senior

Job Summary

A company is looking for a Help Desk Shift Lead - Senior to support a large client.

Key Responsibilities:

• Supervise overall call traffic, process incoming calls, and resolve Tier 1/2 calls and emails
• Dispatch supervisory calls, assist Customer Services Representatives (CSR), and ensure adherence to schedules and policies
• Coordinate IT requirements, support, and repairs for the help desk, maintain phone distribution systems, and update call scripts

Required Qualifications:

• 5 years' experience in customer service, with 3 years in a leadership role
• Experience with ServiceNow and using a ticketing system
• Prior Help Desk or customer service experience, knowledge of Government programs, and ability to communicate effectively by telephone and email
• Instructing team on daily reports and issues, preparing reports on tickets, and participating in the interview process and training of new staff
• Ability to actively update knowledge base, review tickets with reps, and ensure compliance with policies and procedures