Help Desk Lead
Virtual Vocations Inc
Leading a team of customer service agents, the full-time remote Help Desk Lead will manage daily operations, develop help desk procedures, and ensure exceptional customer experiences while driving continuous innovation. Key Responsibilities: Oversee daily operations and performance of a team of help desk customer service agents Develop and implement help desk procedures, standards, and best practices Monitor ticket queues, prioritize escalations, and maintain service level agreements (SLAs) Required Qualifications: Ability to obtain a U.S. Federal Position of Trust clearance designation Bachelor's Degree in a related field with 5 years of experience in Help Desk operations or an AA degree with 7 years of experience Experience leading a progressive help desk and driving process optimization Proficiency with tools such as SNOW/AWS Connect/JIRA/Confluence Knowledge of the Healthcare industry and experience with Medicare/Medicaid projects is preferred
Vacancy posted 17 hours ago
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