Job Description

Please Note:

*** Selected candidate must reside within two (2) hours of Client's Headquarters in Woodlawn, MD

*** Selected candidate is required to work on-site at Client's 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.

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.
  

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.
  

Requirements

Basic Qualifications

• 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.

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.
  

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