Telecom Help Desk Manager / Service Desk Manager


TurningPoint Global Solutions LLC


Posted Under: Washington DC, DC jobs in IT / Software / Systems; IT / Software / Systems jobs in zipcode 20418
Posted On: 2019-01-13 00:00:00

Project Synopsis Fully Managed Mobility project for a major federal agency - with full support for ordering, trouble tickets, carrier engagement, device logistics, reporting, billing, and disputes. The Service Desk is a key component, providing phone answering during government business hours, with emergency 24x7x365 support.Responsibilities: 
  • Lead the daily activities of the inbound phone representatives, who support all IT Help Desk functions and the IT operation
  • Tracks metrics and provides weekly reports on results against Customer SLAs
  • Defines and documents procedure and policies
  • Continually assesses agent productivity and call activity in order to ensure maximum performance
  • Sets and communicates goals and provides constructive feedback to create a high performance culture
  • Effectively communicates decisions to achieve understanding and acceptance of changes and/or direction
  • Collaborates with Tier 2 and Tier 3 support, IT Help Desk, Logistics, and other process stakeholders (customer, partner, internal) to help meet the key operational objectives of the Company, along with providing seamless support to the end user
  • Collaborates with internal departments to rollout new initiatives, programs, systems, automation enhancements, and other technical solutions
  • Completes scheduled and ad-hoc productivity reports for customer and internal management
  • Provides timely escalation and initiates remediation efforts by engaging appropriate teams
  • Acts as a senior Help Desk Specialist, as needed
  • Available for customer site meetings in the DC area
  • Supports urgent calls as off-hours neededRequired Qualifications 
    • Bachelor's degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training
    • 4 years of experience in a Help Desk capacity, preferably in support of wireless telecom and/or WEB software systemsPreferred Qualifications
      • 2 years of leadership experience in a call center environment and/or within a Help Desk
      • Proven ability to manage multiple tasks, stay organized, and effectively handle shifting priorities in a dynamic work environment
      • Demonstrated ability to positively lead a team in a fast-paced, start-up environment
      • Ability to think creatively and demonstrate problem-solving skills
      • Strong working knowledge of system fundamentals, wireless telecom (devices, rate plans, mobile device management)
      • Strong analytical and organizational skills, as well as accuracy and attention to detail
      • Ability to provide timely feedback related to customer service
      • Ability to explain technical concepts and adjust messaging based on the audience, including non-technical groups
      • Ability to influence through outstanding interpersonal skills, collaboration, and negotiation skills
      • Ability to work well within a team environment, as well as independently
      • Verbal Communication SkillsTurningPoint Global Solutions is a fast growing information technology services company that caters to federal, state, and local government and commercial clients.  At TurningPoint Global Solutions, our heritage of innovation and strong software engineering capabilities enables us to provide our full suite of mission-critical solutions in a timely and cost effective manner. The high level of customer satisfaction with our solutions is exemplified by our happy repeat customer base. We take pride in our longstanding reputation of predictability, dependability and corporate decision-making that delivers meaningful results and preserves the longevity of our client partnerships. Founded in 2002, we are privately funded and debt free. TurningPoint Software Engineering process is independently appraised at CMMI Maturity Level 4. TurningPoint is currently providing software development / maintenance services, IV&V/PMO services, infrastructure support services and enabling technologies to Commercial, State, and Federal Government clients in the areas of telecommunications, Health IT, and e-Commerce technologies. TurningPoint provides excellent career opportunities and offers a very competitive compensation and benefits package. TurningPoint fosters an environment that encourages teamwork, creativity, and recognition. TurningPoint is an Equal Employment Opportunity employer. All qualified applicants are considered for employment without any discrimination due to their race, gender, religion, age, marital status, national origin, disability, sexual orientation or any other characteristic protected by Federal, state, or local law. This policy extends to all aspects of employment with TurningPoint, including, but not limited to, recruitment, hiring decisions, assignment, advancement, compensation, benefits, retention, and termination.  - provided by Dice