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Helpdesk Lead - Columbus Ohio
Company: NESCO Inc Location: Columbus, Ohio
Posted On: 05/04/2024
Nesco Resource is seeking a Helpdesk Lead (Telephony) in the Greater Columbus OH area. Overview: We are seeking a skilled Telephony Help Desk Manager to lead a team of customer service technicians providing assistance for federally governed cell phones as part of a critical federal project. The ideal candidate will have proven experience in managing telephony help desk operations, ensuring high-quality support services, and fostering strong customer relationships while adhering to federal regulations and project requirements. Responsibilities: Team Leadership: Manage and mentor a team of customer service technicians, providing guidance, support, and coaching to ensure optimal performance and professional development. Help Desk Operations: Oversee the daily operations of the telephony help desk, including ticket management, call routing, and escalation procedures, to ensure timely resolution of customer inquiries and issues. Federal Project Compliance: Ensure compliance with federal regulations, project guidelines, and security protocols governing the use and support of federally governed cell phones, maintaining strict adherence to confidentiality and data protection requirements. Customer Service Excellence: Foster a customer-centric culture within the help desk team, emphasizing responsiveness, empathy, and professionalism in all interactions with federal clients and end-users. Performance Monitoring: Implement performance metrics and quality assurance processes to monitor help desk performance, identify areas for improvement, and drive continuous service excellence. Resource Management: Allocate resources effectively to meet service level agreements (SLAs) and project deadlines, balancing workload distribution and skill utilization to optimize team efficiency and productivity. Issue Resolution: Collaborate with technical teams and vendors to resolve complex telephony issues, escalate unresolved issues as appropriate, and ensure timely resolution to minimize disruption and downtime. Reporting and Communication: Prepare regular reports and updates on help desk performance, key metrics, and project status for stakeholders, providing clear and concise communication to support decision-making and project planning. Qualifications: |
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