Customer Service Helpdesk Lead

Apex Systems
Washington, DC
Oct 13, 2017
Oct 16, 2017
Full Time
Job Description Customer Service Helpdesk Lead Normal Business Hours Work Location: Washington, DC Must be able to obtain a Public Trust with the US Courts Job Summary: As the lead of a small help desk team supporting a specialized HR recruiting system and related program initiatives, represents the customer to external and/or internal system users, answering product or service-related questions. Provides a single point of contact for a variety of customers via calls, email, and web inquires, for resolution of problems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to application support specialists. Maintains and updates support request records and tracking databases, including knowledge database of issues and resolution actions. Alerts management to recurring problems and patterns of problems. Develops and updates SOPs for help desk support. Trains users and new technicians. Performs pro-active outreach for training, quality control, and customer satisfaction. Essential Job Functions: Provides daily supervision and direction to staff who are responsible for phone and email support to users of a specialized HR recruiting system. These personnel serve as the first-level interface with the user community for technical assistance and problem resolution. Provides phone, web, and email support to users both within the judiciary and the public in support of customer applications. Maintains records and tracks user requests in the program database. Coordinates and delivers basic training to users and other team members. Performs quality reviews of system data to ensure accuracy of user accounts. Analyzes the problem and the information to be processed. Performs quality assurance reviews of help desk tickets entered into the service desk ticketing system and reports results and recommendations. Provides technical and administrative direction for personnel performing technical assistance and system testing. Provides oversight and input to testing processes to ensure system changes and enhancements do not degrade system operation. Reviews and contributes to test plans, schedules, execution, and results to ensure full coverage during any system changes/enhancements. Applies application specific knowledge to ongoing issue resolution and system enhancement planning. Assists in the assessment of operational problems and provides feedback related to issue remediation. Organizes and prioritizes all escalated activities inclusive of testing, execution of system upgrades, improvements, and bug fixes. May configure software such as help desk ticketing system. Writes and maintains help desk SOPs and policies in program wiki or knowledge base system. Reviews program documentation, system operational policies, and web-based content to ensure AOUSC standards/requirements are met. Maintains documentation of work flow processes of service desk ticketing system and other support OSCAR program tools. Monitors the accuracy of information and system data that appear in a variety of web-based content and program-related publications. Responsible for the management of implementing improvements to the service desk. Basic Qualifications: Bachelor's degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics or business/finance, or related field. Seven or more years of experience of which five must be specialized. General experience includes information systems development, network and other work in the client/server field, or related fields. Specialized experience includes: senior-level help desk support of web-based applications, comprehensive knowledge of relevant computer systems and applicable standards, and supervision of other help desk technicians. Experience using ticket tracking systems to manage workflow and ticket resolution. Demonstrated ability to communicate orally and in writing and a positive customer service attitude. Ability to quickly develop extensive knowledge in specialized functions, as well as a wide and comprehensive understanding of both general and specific aspects of the job, including practical application to complex problems and ordinary situations encountered. Education and experience requirements may be substituted with the following: No degree and ten years of general professional experience of which at least eight years must be specialized experience, or a Master's Degree (in subjects described above) and five years general experience of which at least three years must be specialized experience. Other Qualifications: ITIL Foundations certification strongly preferred or must be obtained with 90 days. Experience migrating to a new help desk ticketing system and/or new enterprise-wide user application would be a plus. Ideal candidate would have experience in supporting a web-based HR recruiting application or experience in a lead role in a migration to a new help desk ticketing system and/or enterprise-wide user application. Top 3 Must Have Skills: Excellent communication skills and ability to interact with diverse system users and stakeholders in provided help desk support services. Minimum of seven years help desk or related customer support service. Experience supervising other help desk resources and leading help desk operations. Company Description Apex Systems, an On Assignment company (NYSE: ASGN), provides organizations with scalable IT staffing solutions to address critical gaps in their current workforce and augment workforce management strategies. We specialize in providing IT professionals for contract, contract-to-hire, direct placement, and managed solutions to clients in Fortune 500, mid-market, and emerging companies. Our specialized technology and industry practice groups help us match the most talented and qualified technical professionals to great companies across the country. Apex Systems and parent company On Assignment combine to be the 2nd largest IT staffing company in the US

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