Customer Service Center Lead I/ Remote (Denver, CO) ,6+ Months contract

Customer Support Lead

Client is looking for a proven Customer Support Lead with experience in establishing a help desk environment. This position will serve as a lead for a customer support help desk for a new web-based technology system and will not provide any deskside, network, or printer support. The Support and Training Lead will support the primary interface between the Behavioral Health Administration and Colorado's behavioral health providers who are using a new web-based technology system called BHA Provider Services. This role will be responsible for development and establishment of a new help desk environment, supervising and supporting the team responsible for training new and existing users, responding to help desk queries, and working with the product team to provide feedback from users for continuous platform improvements. Though this position will report remotely, it may require reporting in person on occasion to Colorado Department of Human Service offices in the Denver area.

Primary Duties Include

• Establishment and development of a new help desk environment to support Colorado behavioral health providers with the new web-based technology system, BHA Provider Services
• Ability to review and recommend ticketing systems
• Expand knowledge base of the current support system to better provide just-in-time support
• Identify key performance indicators

Lead

• Responsible for the day to day stability of the team. Directs and monitors the work effort of others to ensure the team operates smoothly and efficiently.
• Develops, administers, implements, and communicates consistent practices and processes for the team
• Ensures resolution of outstanding issues; directs and supports the team's work efforts, maximizes productivity, and achieves short term goals.
• Directs the completion of work based on prioritizations; sets team up for success by establishing goals, action plans, deadlines, and standards
• Closely tracks efforts to confirm work is performed according to established standards.
• Leads and influences the team's best work by serving as an escalation point, solving routine problems, and providing instruction and guidance to ensure full understanding of designated activities

Training

• Supporting the coordination of publication for training materials so that users can self-support and self-train
• Supporting the training of new users on the product
• Supporting the training of existing users on new product features

Technical Support

• Supporting team members and serving as the lead in:
  • Responding to help desk queries from users of the platform
  • Providing first line remote support to users of the platform
  • Helping users troubleshoot web-based technology issues
  • Flagging critical web-based technology errors to the vendor hosting the platform
  • Identifying next steps to solve errors while being available and communicative with users throughout the process
  • Documenting and tracking issues

Product and Process Improvement

• Supporting team members and serving as the lead in user management (eg., adding new users to the platform, removing users, password resets)
• Working with the product team to improve the platform by analyzing patterns across help desk tickets
• Establishing a sustainable and effective strategy for the future of support as the platform grows in size and user base

Experience and Qualifications

Education and Experience

• One year experience in establishing and setting up a help desk environment
• One year experience in establishing help desk processes
• Two years of Lead experience
• Five years of experience in Information Technology; providing Application/Software customer support; or in an occupational field related to the work assigned to the position.

Preferred Qualifications

• Ability to motivate and influence others
• Ability to effectively lead a team
• Ability to set goals, work independently, and drive results
• Diplomatic, persuasive, and tactful with excellent verbal and written communication skills required
• Excellent interpersonal skills
• Self-motivated and able to effectively manage time and tasks.
• Ability to solve complex problems, participate in continuous improvement, and adapt to the ideas of others.
• Technical versatility and creativity to deliver and contribute ideas/solutions