Supervisor – Help Desk
Job Description
About the Role
Supervisor – Help Desk
United States – Remote
Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because “What we do matters!”
We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.
Whether we team with clients, colleagues, or partners, we put each other first. It’s The Iron Bow Way.
THE HIGH LEVEL
The Office of Connected Care Help Desk (OCCHD) team is responsible for providing support to our nation’s Veterans and VA Providers, consisting of end-user initial setup, troubleshooting, and training of mobile devices within a video connection platform and application. The Help Desk Supervisor will be responsible for the delivery of departmental results through successful direction and management of a team or staff while assuring the highest level of customer satisfaction. The individual in this position will have previously performed technical or professional duties in a support environment and will interact frequently with customers and members of leadership.
The shift for this position is Monday â Friday 1pm â 10pm EST
DOES THIS SOUND LIKE YOU?
You have played a crucial role in ensuring the smooth operation of a technical help desk
You take pride in overseeing a team, maintaining service levels, and fostering a positive customer experience
WHAT YOU’LL BE DOING
Primarily responsible for the professional development of team members through the performance management process and informal coaching techniques
Responsible for all Help Desk tiers in providing coverage and staffing, contributing to established service levels
Contribute to Help Desk Improvement by communicating observed gaps in team knowledge
Use of monitoring tools to provide feedback to team members
Track and maintain compliance with established metrics
Review Agent States and statistics
Work to provide the needed guidance to team members in ensuring customer commitments are kept
Provides coaching and mentoring to team members regarding the technical and operational aspects of their jobs to assure understanding of tasks and maximize team performance
Work to provide strong leadership that mentors, develops, and guides team members to leverage the value of each interaction
Participate in continuing efforts to improve quality through parallel observation, real-time coaching, and structured team break-outs
Manage day-to-day oversight of Client Service Center operations, which includes monitoring/tracking of alerts, incidents, requests, and problems. Ensure alert management best practices are in place and properly configured. Perform daily system checks to assure critical systems and services are operational.
Ensure that individual performance meets or exceeds department standards
Develop shift schedules and ensure that appropriate levels of staffing are aligned with technical requirements of the various service contracts and SLAs.
Complete daily, weekly, and monthly statistics review
Interviews candidates and assists with hiring decisions
Represents the management of Iron Bow in a positive and professional manner
Conducts all customer interactions in a manner that presents Iron Bow in a positive light
Supervisors are required to be respectful, fair, gracious, and knowledgeable and to uphold our core values
Develops strong working relationships with cross-functional teams
Assist in building technical knowledge base and escalation policies for day-to-day issue resolution for network, systems, and site management
Responsible to ensure that their teams maintain a high level of customer satisfaction with no significant quality issues
Improves effectiveness of Service Desk and monitors quality of transactions
Adapt to changing priorities without impacting the customer experience
Perform monthly case quality reviews
Required participation in an On-Call rotation
Ensure that all staff members are trained on necessary customer support and services requirements, and that necessary reference materials are written and updated regularly
WHAT YOU BRING TO THE TABLE
Excellent, clear, concise written, oral, and interpersonal communication skills
Demonstrated strong customer focus in service operations environment
Superior experience working with software applications
Interpersonal communication and de-escalation skills
Provide Process and Product Training as needed
Demonstrated experience managing projects and executing against defined timelines
History of consistently TRAVEL”>meeting or exceeding established individual performance objectives
Ability to communicate ideas in both technical and user-friendly language
Experience working in a team-oriented, collaborative environment
Knowledge of applicable data privacy practices and laws
Intermediate Microsoft office, Presentation, and Reporting Skills
Experience in the installation, configuration, use and troubleshooting of mobile and desktop devices
Experience supporting tablet and/or 4G issues a plus
Experience with NICE InContact Phone System and ServiceNow ticketing system
Travel to Veterans Administration location to provide TRAVEL”>on-site support as needed
Regular and reliable attendance is required
Ability to obtain and maintain Public Trust Security Clearance
US Citizen
Bachelor’s degree in computer science, math, or electrical engineering, information technology, or proven equivalent work experience
Four to eight years of technical service desk experience is desired, including support of hardware, software, and network components
WE WOULD LOVE IF YOU HAD THESE ATTRIBUTES
Exceptional interpersonal skills
Demonstrated conflict management skills
Problem Solving/Analytical and Functional Skills
Communication (Verbal and written)
Excellent Time Management
Teamwork â Enthusiasm – Flexibility
Results Focused and Organizational Skills
Coaching/Knowledge Transfer Ability
Influencing/Negotiating
Product Expertise
TRAVEL REQUIREMENTS
This position has a strong preference for candidates based in the greater Washington, D.C. metropolitan area and may require 10% travel
WHY YOU’LL LOVE IT
Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company that is easy to tap into and be inspired by
If you like to have meaningful impact on our Nations Veterans along with improving team dynamics, operational efficiency, and customer happiness â you will love this job!
OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT
Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.
