Education Field Studies Help Desk Manager

Rockville , MD
Jun 19, 2022
Jul 09, 2022
Education, Research
Full Time
Westat is an employee-owned corporation providing research services to agencies of the U.S. Government, as well as businesses, foundations, and state and local governments. Westat's research, technical, and administrative staff of more than 2,000 is located at our headquarters in Rockville, Maryland, near Washington, DC.

Westat is committed to building a diverse workforce and a culture of inclusivity, belonging and equity for all. We believe that our greatest strength draws on the different backgrounds, cultures, perspectives and experiences of our employees.

Job Summary: 
Westat is seeking an individual to provide day-to-day management of the Education Field Studies Help Desk. The manager will work with floor/technical advisors to ensure that agents comply with specified procedures and are successfully triaging issues. The manager will coordinate with other departments at Westat for necessary infrastructure and planning and report to project Operations and systems staff. 

Job Responsibilities: 
•    Monitor overall Help Desk performance working with the floor/technical advisors an in supervising all activities of Help Desk agents. 
•    Coordinate and establish facilities and equipment for the Help Desk. This includes working with Westat support departments (e.g., facilities, Telecom, PC Tech) to establish and equip a physical location with sufficient space, furniture, telephones and computer equipment to serve the project's needs. 
•    Work with the SPS office to recruit, interview, and hire agents. 
•    Address agent performance or disciplinary issues in person with agents at the Help Desk.
•    Organize agent scheduling and work with the floor/technical supervisors to address any agent scheduling changes and ensure proper coverage is met. 
•    Monitor status of incidents and call volume/time to resolution through use of call tracking reports. 
•    Organize the Help Desk knowledge base and identify areas where additional documentation is required. 
•    Assist with any project systems testing efforts for quality assurance. 

Basic Qualifications: 
•    A Bachelor's degree. 
•    5 years Help Desk or call center experience with at least 3 years as a supervisor. 
•    3 years' experience with the National Assessment of Educational Progress (NAEP). 
•    Experience working with an enterprise helpdesk management system (Zendesk preferred) 
•    US Citizenship is required by contract.

Minimum Qualifications: 
•    Must be available to work a full-time schedule (40 hours).  Some early mornings and weekend work may be required.
•    Must be able to work in a fast paced environment. 
•    Must be flexible and capable of remaining productive while adjusting to different workloads.
•    Excellent communication skills in English, both written and spoken for communicating with respondents, home office staff, field staff and for development of user guides. 
•    Strong foundation for Windows computer systems, web applications, and Microsoft Office Word, Excel and Outlook. 
•    Basic foundation for triaging computer hardware including, but not limited to laptops, printers and wireless devices. 
•    Have a strong commitment to detail and quality control, a highly organized approach to work, an ability to learn new technology. 

Preferred Qualifications:
•    Two or more years' experience with Westat Education Field Studies operations and procedures. 
•    Advanced technical troubleshooting background with ability to explain computer terminology and use technical solutions to help individuals with limited computer hardware and software skills is a major plus. This includes but is not limited to: wired and wireless printers, wireless hotspot devices, laptops, tablets, Windows PC and MacOS X systems and modern web browsers (Internet Explorer, Firefox, Chrome, Safari).

Westat offers a well-rounded and comprehensive benefits program focused on wellness and work/life balance. Eligible employees may participate in:
  • Employee Stock Ownership Plan
  • 401(k) Retirement Plan
  • Paid Parental Leave
  • Vacation Leave
  • Sick Leave
  • Holiday Leave
  • Professional Development
  • Health Advocate
  • Employee Assistance Program
  • Travel Accident Insurance
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Short Term Disability Insurance
  • Long Term Disability Insurance
  • Life and AD&D Insurance
  • Critical Illness Insurance
  • Supplemental Life Insurance
  • Flexible Spending Account
  • Health Savings Account

Protecting the health and safety of our employees and survey participants is a top priority for Westat. As a federal government contractor, Westat will require Westat staff, regardless of work location, to provide proof that they are fully vaccinated against COVID-19 upon hire and to follow all safety protocols, subject to approved accommodations under applicable law.

Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, gender identity or expression, or any other protected status under applicable law.

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