• Helpdesk Manager

    Insight Global (Windsor Mill, MD)


    Job Description

    Manage the ticket queues for the Tier 1 and Tier 2 CCaaS (AWS Connect) application support team.

     

    Provide guidance and assistance to Tier 1 and Tier 2 resources as needed.

     

    Provide a daily summary (reports through the ServiceNow ITSM) to the customer and technical leads with information on any highlights or issues that may need potentially have bigger impacts.

     

    Provide recommendations on tasks that may be handled by the Tier 1 and Tier 2 resources.

     

    Provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 and Tier 2 resources) to log issues and requests in ServiceNow IT Service Manager.

     

    Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.

     

    Triage requests to ensure accurate transfers and escalation of customer requests or issues.

     

    Provide off-hour emergency support as needed

     

    Pay range for this position is $45-$55/hr

     

    We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

     

    To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

     

    Skills and Requirements

     

    3+ years of Help Desk/Desktop support experience.

     

    3 years of experience working with laptops running Microsoft Windows OS and Office365 suite.

    2 years of experience as a Team Lead for a Help Desk support team.

    2 years of experience providing Tier 2 IT support services to customers.

    2 years of experience using ServiceNow application for logging tickets and requests.

     

    Must have strong communication and customer service skills

     

    Good Interpersonal skills that demonstrate the ability to communicate with customers.

     

    Bachelor's Degree and 3 years of experience, master's degree and 1 year of experience OR 7+ years of experience in lieu of a degree.

     

    Experience as a Help Desk team lead.

     

    Experience providing guidance, orientation and training on processes, procedures and systems supported by the team.

     

    Experience with using ServiceNow IT Service Management.

     

    Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.

     

    Strong understanding of IVR terminology and services.

     

    Must be able to obtain and maintain a Public Trust. Contract requirement. Flexible and positive attitude with interest in learning new technical skills.

     

    Strong problem-solving skills and the ability to work in a fast-paced environment.

     

    High level of organization, reliability, and independence.

     

    Passion and understanding of technology. null

     

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].