Help Desk Manager

Key Required Skills:Experience in documenting issues and providing detailed steps in troubleshooting and resolving technical users. Extensive experience in working with customers and providing assistance in resolving their issue or processing their requests. Position Description:• Manage the ticket queues for the Tier 1 and Tier 2 CCaaS (AWS Connect) application support team. • Provide guidance and assistance to Tier 1 and Tier 2 resources as needed. • Provide a daily summary (reports through the ServiceNow ITSM) to the customer and technical leads with information on any highlights or issues that may need potentially have bigger impacts.• Provide recommendations on tasks that may be handled by the Tier 1 and Tier 2 resources.• Provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 and Tier 2 resources) to log issues and requests in ServiceNow IT Service Manager.• Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.• Triage requests to ensure accurate transfers and escalation of customer requests or issues.• Provide off-hour emergency support as needed.Skills Requirements:• 3+ years of Help Desk/Desktop support experience.• 3 years of experience working with laptops running Microsoft Windows OS and Office365 suite.• 2 years of experience as a Team Lead for a Help Desk support team.• 2 years of experience providing Tier 2 IT support services to customers.• 2 years of experience using an IT Service Manager application for logging tickets and requests.• Must have strong communication and customer service skills• Good Interpersonal skills that demonstrate the ability to communicate with customers.*** Selected candidate must reside within two (2) hours of SSA Headquarters in Woodlawn, MD *** Selected candidate is required to work on-site at SSA headquarters 5 days a week Monday – Friday. *** There will be two positions – Day Shift Team Lead and Evening Shift Team Lead. Actual work hours to be finalized by the CCaaS Service Manager. (Required Skills)• Bachelor's Degree and 3 years of experience, master's degree and 1 year of experience OR 7+ years of experience in lieu of a degree. • Experience as a Help Desk team lead.• Experience providing guidance, orientation and training on processes, procedures and systems supported by the team.• Experience with using ServiceNow IT Service Management.• Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.• Flexible and positive attitude with interest in learning new technical skills.• Strong problem-solving skills and the ability to work in a fast-paced environment.• Strong understanding of IVR terminology and services.• High level of organization, reliability, and independence.• Passion and understanding of technology.• Must be able to obtain and maintain a Public Trust. Contract requirement.Desired Skills:Showcase your knowledge of modern development through the following experience or skills:• Strong written and verbal communication; ability to engage customers and respond effectively to questions. • Self-starter, highly motivated individual who adapts to a dynamic work environment.• Strong attention to detail with an ability to operate effectively across multiple priorities.• Prior Federal government experience.Education: • Bachelor's Degree and 3 years of experience, master's degree and 1 year of experience OR 7+ years of experience in lieu of a degree. • Must be able to obtain and maintain a Public Trust. Contract requirement.