Help Desk Shift Lead - Senior

Location: Remote
Compensation: To Be Discussed
Staff Reviewed: Sun, Feb 04, 2024
This job expires in: 8 days

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

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