IT Support

• Provides Supervisory Oversight of Tier 1 Personnel – Service Desk Representative
• Prioritize tasks to handle Supervisor escalations and prepare to handle Tier 1 incoming calls during AHOD scenarios, or as needed.
• Operate to meet the client provided Key Performance Indicators, monitor and report on performance level metrics weekly, monthly, quarterly, and annually.
• Record and monitor every customer inquiry throughout the lifecycle, accountable for tracking every ticket (from calls, emails, incidents, and inquiries) logged by the team from the entry of the ticket to the disposition of the reported incident.
• Collect, analyze, maintain, create, store, and share organizational knowledge and information to enhance efficiency and minimize the need to rediscover existing knowledge.
• Review, update, and maintain SOPs, plans, and guides detailing stakeholder interactions with the helpdesk team.
• Monitor and evaluate agent performance, providing coaching and taking corrective action, if necessary.
• Assess helpdesk operations to identify areas for improvement. Track performance trends and develop actionable insights.
• Supports and coaches team members with effective methods to research, troubleshoot and deliver resolutions.
• Collaborating with other supervisors and management to support agents and maximize customer satisfaction.
• The ideal candidate must demonstrate a high level of commitment and flexibility, with the ability to work and support a dynamic shift schedule.
• Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
• Develop daily, weekly, and monthly reports on help desk team’s productivity.

Helpdesk Supervisor

Help Desk Supervisor, TS/SCI w/Poly

Senior Lead, Enterprise Architect – AI, EDMA

Senior Lead, Enterprise Architect – Enterprise Applications

Credit Manager II