Job Details

ID #45344736
State District of Columbia
City Washington
Job type Permanent
Salary USD $0.00/None to $0.00/None 0.00/None to 0.00/None
Source The Ventura Group
Showed 2022-09-01
Date 2022-09-01
Deadline 2022-10-31
Category Et cetera
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Customer Support Lead

District of Columbia, Washington, 20037 Washington USA

Vacancy expired!

Customer Support Lead

This is a full-time, position that will be responsible for overseeing all processes comprising dayto-

day operations of Tier 2 deskside and customer support. The Customer Support Lead is

responsible for achieving high quality Tier 2 operations for both incident support and request

fulfilment, striving to meet Service Level Agreements resulting in high customer satisfaction

levels. Works with the Service Desk Manager to improve customer service standards through

communication techniques, work instructions, training, and dashboards. This position is

responsible for the interaction and engagement with the federal lead.

Responsibilities include, but are not limited to:

Managing Service Desk Tier 2 and Customer Support personnel in the performance of

daily responsibilities;

Provides ongoing quality assurance and feedback;

Facilitating Readiness Review of new systems and services transitioning to Service Desk

operations;

Managing the development of SOPs, training material and knowledge articles to be

published for Service Desk and customer;

Working directly with customers when incident, request or problem escalation is viewed

as necessary;

Serving as liaison for issues requiring CFPB or vendor support;

Delivering management level reporting;

Produce management information, including KPIs and reports, and perform trend analysis.

Ensure efficient flow of tickets through Service Desk Tier 2; and

Address areas where Priority 1 through Priority 5 service level targets have not been met

by Service Desk.

Qualifications:

Minimum of three (3) years experience in customer support lead position;

Demonstrated experience managing Tier 2/Customer Support operations and personnel;

Strong knowledge of computer troubleshooting, process development, analysis, critical

thinking and problem-solving skills;

Strong knowledge of Active Directory, ServiceNow (or similar tools) and experience

creating and analyzing reports;

Working knowledge of ServiceNow software or similar software, including the ability to

create ad hoc reports, manage work/ticket queues, and workflow automation;

Demonstrated experience developing and utilizing reporting systems to provide metrics

reporting in support of Continuous Service Improvement;

Demonstrated ability for oral and written communication with the highest levels of

management; and

ITIL Foundation certification V4.

Vacancy expired!

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