Help Desk Supervisor

We are searching for a dedicated, supportive Help Desk Supervisor who can coach and motivate contact center representatives as they field calls from customers. The help desk supervisor will assist in the hiring of employees and assist in the training process, ensuring that every representative is well prepared for their calls and emails. They will continue to support representatives after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to representatives. To succeed as a help desk supervisor, you should be focused on helping your team build the necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive.

Responsibilities

• Hiring, training, and preparing contact center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Ensuring representatives understand and comply with all contact center objectives, performance standards, and policies.
• Answering representative questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating representative performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine contact center goals.
• Working with other supervisors and management team members to support representatives and maximize customer satisfaction.

This position shall provide for the following skills and attributes

• The Help Desk Supervisor shall be under the direct supervision of the Help Desk Manager and shall interface with him/her regarding all performance, technical, or personnel matters.
• Supervise contractor personnel to ensure effective and timely processing of work assignments.
• Review the work completed by contractor personnel and ensure that procedures, operations, and directions issued by Contractor upper management have been complied with and satisfactorily implemented.
• Monitor the workflow to ensure minimum backlog and maximum productivity, and shall prepare documentation regarding any performance deficiencies.
• The Help Desk Supervisor shall brief newly assigned personnel regarding duties and functions as assigned, and monitor their progress.
• Maintain time and attendance and production logs of each employee supervised and shall certify the accuracy of the information.
• Prepare daily and weekly staffing production and error reports for submission to Contractor or government management.
• Expected to answer calls and emails in addition to duties above.

Minimum Qualifications

• Bachelor’s degree with 7 years of experience, or 11 years of experience in lieu of a degree
• Six (6) years of experience and sufficient technical knowledge in a relevant environment
• Minimum of two (2) years of supervisory experience, AND two (2) recent years of experience as a customer support services operator/analyst, including one (1) year of recent supervisory experience in that setting.
• The Help Desk Supervisor must have satisfactorily demonstrated oral and written communication skills.

Identity Statement

As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Steampunk is a Change Agent in the Federal contracting industry, bringing new thinking to clients in the Homeland, Federal Civilian, Health and DoD sectors.  Through our Human-Centered delivery methodology, we are fundamentally changing the expectations our Federal clients have for true shared accountability in solving their toughest mission challenges.  As an employee owned company, we focus on investing in our employees to enable them to do the greatest work of their careers – and rewarding them for outstanding contributions to our growth. If you want to learn more about our story, visit http://www.steampunk.com.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Steampunk participates in the E-Verify program.