Help Desk Manager

Role overview

Lead delivery and operational performance for a government-facing, tier-one response center. You’ll supervise contractor staff, advise government stakeholders on plans and risks, and use operational research and statistical analysis to improve service. The role spans workforce and issue management, process improvement, executive communication, and technical direction across a multi-channel call center.

Responsibilities - Advise government stakeholders on requirements, risks, issues, schedules, project plans, and resource needs. - Set and communicate work standards, schedule contractor staff, review work quality, and address performance or delivery issues. - Coordinate with federal leads to resolve conflicts, remove impediments, and keep teams aligned and informed. - Study response-center operations, analyze service data and trends, and recommend changes that produce measurable improvements. - Prepare research findings, briefing materials, and presentations for audiences ranging from operational teams to senior management. - Provide leadership and technical guidance, and contribute to team standards, tools, and operational best practices.

Requirements - Bachelor’s degree, current Project Management Professional (PMP) and HDI certifications, and at least 10 years managing projects or operations in a comparable multi-tier call center. - Experience conducting call-center studies and using qualitative methods and quantitative analysis to recommend operational changes. - Background in productivity improvement, management controls, long-range planning, and process or organizational improvement. - Knowledge of call routing and contact channels such as ACD, IVR, web, chat, email, social media, SMS, phone, and mail, along with workforce management, knowledge-base, QA, and business-intelligence systems. - Strong research, writing, presentation, and communication skills, including preparing sensitive technical and management materials. - Ability to lead teams, provide technical direction, adapt to changing conditions, and resolve operational challenges.

Benefits and work setup - Full-time remote position.