HeiTech Services - Supervisor, Customer Service Help Desk

HeiTech Services

Must live within commuting distance of Atlanta, GA; Chicago, IL or Washington, DC

About the Role

The Customer Service Help Desk Supervisor manages a team of Help Desk Specialists who process customer inquiries received via email, telephone, postal mail, delivery services (i.e., UPS, FedEx), facsimile, or Federal government IT systems in a high-volume government processing center.

Security Clearance

Must possess (or be able to obtain) a Federal public trust clearance.

Essential Duties and Responsibilities (include but not limited to)

• Ensure Help Desk Specialists (HDS) provide complete, orderly, and traceable storage of all incoming and outgoing Help Desk inquiries and responses.
• Conduct quality checks to verify that all transmitted correspondence or other official responses are timely, accurate, responsive to the customer’s inquiry, and compliant with established government Standard Operating Procedures and policies and in accordance with the Federally approved response scripts.
• Review and advise on substantive HDS responses requiring additional research prior to government review and approval.
• Analyze and prepare reports on trends in customer inquiries and requests.
• Responsible for gathering and providing data in support of requests under Freedom of Information Act (FOIA), internal government inquiries, fraud referrals, FAQ updates, website updates, and other administrative or operational data calls.
• Escalate issues to Federal staff as needed for guidance with recommendations for disposition when appropriate.
• Work with Federal staff to implement technology solutions to improve and enhance data collection, tracking, and reporting of help desk activities.
• Manage and monitor workloads to ensure customer inquiries receive responses within government-specified timeframes.
• Conduct training and cross-training to ensure HDS proficiency and allow for interoperable support of various programs.
• Perform HDS duties as needed

Minimum Education and Experience Required

• Bachelor's degree

and

• 3 years of Help Desk and/or Call Center experience – and –
• 2 years of Supervisory experience

or

• 8 years of Help Desk and/or Call Center experience – and –
• 2 years of Supervisory experience
• Help Desk/Call Center and Supervisory experience may be concurrent

HeiTech Services is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity), national origin, age, disability, veteran status, or any other protected status. If you need a reasonable accommodation during the application process, please contact [email protected].