Job Classification: Service Desk 3 - Lead
NFP Rate: $28.60
Agency: DAS - SOCC
Primary Work Location: 1320 Arthur E. Adams Dr. Columbus Ohio
MBE/Open Market: MBE
Interview will be conducted onsite
Will Close to Submissions on: Friday 11/30 @ 10AM
Lead Responsibilities:
This position will be responsible for Leading Helpdesk teams within the Customer Service Center. Duties include:
• Ensure proper coverage and monitor ACD queues to maintain call handling ratio identified by OIT CSC Management
• Monitor tickets to insure proper & timely resolution
• Manage customer escalations
• Meet with OIT Managers and stakeholders regarding service needs
• Develop reports and provide metrics to senior management to support services provided
• Identify areas of improvement and make recommendations accordingly
• Ensure Standard Operating Procedures are defined and developed
• Ensure the team adheres to the SOPs accordingly
• Mentor/coach helpdesk agents; provide guidance on issues as required
*** Communication Skills are extremely important with these roles. Resources will assist customers on the phone using various scripts approved by CSC Management. 3+ years of Call Center experience is required. Ticketing System being utilized is Service Now.
Additional Duties:
• Receive telephone calls and e-mails from users having problems using computer applications or inquiring how to use specific software, , electronic mail.
• Ascertain the nature of problem and assist users through problem solving steps.
• Escalate problems in accordance with defined procedures.
• Use technical databases to research problems and talk with co-workers to research problem and find solution.
• Test applications for troubleshooting and problem resolution.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Assist in coordination of changes, upgrades and new products, ensuring software and applications will operate correctly in current and future environment.
• Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
Mandatory Requirements:
• Experience with Service Now preferred
• 3+ Years of Experience managing projects and/or leading teams
• 3 + Years of Experience in Help Desk Technical Support and Call Center Support
Desired Skills/Time:
• Experienced Thought Leader and expert in customer service and skilled with the ability to turn innovative ideas into reality.
• Experience working in a fast-paced team environment to complete multiple projects simultaneously according to business and technical requirements
• Excellent interpersonal skills; ability to build strong collaborative partnerships across functional lines and at all levels within the organization and the business
• A synergistic team player with excellent communication and interpersonal skills
• Solid leadership, problem solving, project management and decision-making skills.
• Results-driven with consistent success in delivering business objectives that improves service and support
• Flexible, dependable and able to work in a team environment
