Help Desk Team Lead

Job Description:

We are seeking a dynamic and experienced Help Desk Lead to lead our Business Operations Services Center Help Desk customer service team. This role will be pivotal in managing the daily operations of a team of customer service help desk agents, leading staff development opportunities, and driving continuous innovation to deliver an exceptional customer experience. The ideal candidate is a thought leader with a proven track record in operational excellence, committed to meeting and exceeding Key Performance Indicators (KPIs) and driving the program forward through strategic insight and proactive management.

Key Responsibilities:

Oversee daily operations and performance of a team of help desk customer service agents.
Develop and implement help desk procedures, standards, and best practices
Ensure prompt resolution or proper escalation of all inquiries related to supported applications
Monitor ticket queues, prioritize escalations, and maintain service level agreements (SLAs)
Analyze historical and forecasted trends to develop data driven recommendations
Provide oversight into the development and maintenance of knowledgebase information
Collaborate with the internal program teams for the development and implementation of new technologies and procedures.
Ensures compliance with organizational operational policies and processes.

Basic Requirements:

Ability to obtain a U.S. Federal Position of Trust clearance designation.  
Must reside in and be able to perform work in the United States.  
Must have lived in the United States for 3 of the last 5 years.  
Bachelor’s Degree in a related field along with 5 years of experience in Help Desk operations is required. Alternatively AA degree with 7 years of experience will suffice.

Additional Qualifications:

Experience leading a progressive help desk to bring a fresh set of ideas for improvement while leading a large team
Strategic thinker with a growth mindset and an innovative approach to solving complex operational challenges.
Experience with continuous improvement methodologies and commitment to driving process optimization.
Proficiency with tools such as SNOW/AWS Connect/JIRA/Confluence.  
Knowledge of Healthcare industry and working experience in Medicare/Medicaid Projects is preferred.

Key Attributes:

A thought leader who can inspire teams and lead by example.
Adaptable and resourceful, with a proactive approach to problem-solving.
Strong analytical and decision-making skills, with an ability to handle multiple priorities effectively.
Excellent communication and collaboration skills.