Help Desk Manager

A company is looking for a Help Desk Manager to lead its Business Operations Services Center Help Desk operations.

Key Responsibilities

Lead and manage the Help Desk team, including recruitment, training, and performance evaluation

Design and improve help desk procedures and standards to ensure high-quality support services

Monitor ticket queues and ensure timely resolution of support inquiries in line with service level agreements

Required Qualifications

Ability to obtain a U.S. Federal Position of Trust clearance designation

Bachelor's Degree in a related field is required

Minimum of five years' experience working in Medicare programs preferred

Experience managing a Help Desk team of 100+

Proficiency with tools such as SNOW / CXOne / JIRA / Confluence