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Full Time Inmate Call Monitoring Jobs in Silver Spring, MD

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Full Time Inmate Call Monitoring information

What is a full time inmate call monitoring?

A Full Time Inmate Call Monitoring job involves listening to, reviewing, and analyzing phone calls made by inmates in correctional facilities. The main goal is to ensure security, detect suspicious or illegal activity, and maintain compliance with facility policies and legal requirements. Employees in this role typically use specialized software to monitor calls, document findings, and report any concerns to appropriate authorities. It requires keen attention to detail, confidentiality, and an understanding of legal and ethical considerations related to inmate communications.

What are some common challenges faced by professionals in a full time inmate call monitoring role?

Professionals in Full Time Inmate Call Monitoring often face challenges such as maintaining focus during long periods of audio review, accurately identifying and documenting suspicious or prohibited conversations, and handling exposure to potentially distressing or sensitive content. The role requires strict adherence to confidentiality protocols and close collaboration with correctional staff and law enforcement. Developing strong attention to detail and effective stress management techniques is essential for success in this position.

What are the key skills and qualifications needed to thrive as a full time inmate call monitoring specialist, and why are they important?

To thrive as a Full Time Inmate Call Monitoring Specialist, you need strong attention to detail, analytical listening skills, and familiarity with legal and correctional protocols, often supported by a high school diploma or higher. Proficiency with call monitoring software, digital recording systems, and database management tools is typically required. Excellent written communication, discretion, and the ability to remain impartial under sensitive circumstances are crucial soft skills. These competencies are vital to ensure compliance with regulations, maintain security, and accurately document or escalate information as needed.

What is the difference between Full Time Inmate Call Monitoring vs Part Time Inmate Call Monitoring?

AspectFull Time Inmate Call MonitoringPart Time Inmate Call Monitoring
Work HoursTypically 40 hours per week, full-time scheduleFewer hours, flexible scheduling
CertificationsOften requires security or communication certificationsMay require similar certifications but less frequently
Work EnvironmentCorrectional facilities, monitoring roomsSame as full-time, possibly part-time shifts
Employer & Industry UsagePrison systems, detention centersSame as full-time, used for staffing flexibility

Full Time Inmate Call Monitoring involves working standard hours with consistent responsibilities, while Part Time Inmate Call Monitoring offers more flexible scheduling with fewer hours. Both roles require similar certifications and work in correctional environments, but the full-time position provides more stability and benefits.

What are the most commonly searched types of Inmate Call Monitoring jobs in Silver Spring, MD?

The most popular types of Inmate Call Monitoring jobs in Silver Spring, MD are:

What are popular job titles related to Full Time Inmate Call Monitoring jobs in Silver Spring, MD?

For Full Time Inmate Call Monitoring jobs in Silver Spring, MD, the most frequently searched job titles are:

What job categories do people searching Full Time Inmate Call Monitoring jobs in Silver Spring, MD look for?

The top searched job categories for Full Time Inmate Call Monitoring jobs in Silver Spring, MD are:

What cities near Silver Spring, MD are hiring for Full Time Inmate Call Monitoring jobs?

Cities near Silver Spring, MD with the most Full Time Inmate Call Monitoring job openings:

Full Time Inmate Call Monitoring jobs near you
Infographic showing various Full Time Inmate Call Monitoring job openings in Silver Spring, MD as of June 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution.

Tier 1 Help Desk Lead

NuAxis Innovations

Washington, DC • On-site

Full-time

Posted 8 days ago

Job description

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose. 

We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it's a state of mind. 

We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Tier 1 Help Desk Lead for a full-time position.

Job Summary:

We are seeking a highly motivated and experienced Tier 1 Help Desk Lead to oversee the daily operations of the WMATA Tier 1 Service Desk. This leadership role is responsible for managing a team of Help Desk Technicians supporting a high-volume environment handling approximately 7,000 calls per month. The Tier 1 Help Desk Lead will ensure exceptional customer service, efficient call handling, adherence to established support processes, and achievement of key service level objectives. The successful candidate will focus on workforce management, employee development, quality assurance, first-call resolution, and operational efficiency while serving as the primary escalation point for Tier 1 support issues. This individual will work closely with Service Delivery leadership and Tier 2 support teams to ensure a seamless customer experience and continuous service improvement.

Essential Functions

Service Desk Operations

  • Lead and manage the daily operations of the Tier 1 Help Desk supporting WMATA users.
  • Oversee a monthly call volume of approximately 7,000 inbound support calls while maintaining service level targets.
  • Monitor queue performance, call volume, abandonment rates, wait times, and technician availability throughout the day.
  • Develop and manage technician schedules to ensure adequate coverage across all business hours and support channels.
  • Ensure customer contacts are handled professionally, efficiently, and in accordance with established service desk procedures.
  • Drive high levels of First Call Resolution (FCR) through coaching, knowledge management, and process improvement.
  • Monitor ticket creation, categorization, documentation quality, and escalation practices.
  • Review escalated incidents to ensure Tier 1 troubleshooting procedures and scripts were properly followed before transfer to Tier 2.
  • Coordinate response during service disruptions and major incidents affecting end users.

Workforce Management & Quality Assurance

  • Create and maintain staffing schedules that align with forecasted call volumes and business requirements.
  • Monitor adherence to schedules, attendance, and productivity metrics.
  • Conduct regular call monitoring sessions to evaluate customer service quality, technical troubleshooting, and script compliance.
  • Ensure technicians consistently follow approved troubleshooting procedures, call scripts, and knowledge articles.
  • Implement performance improvement plans and coaching programs as necessary.
  • Establish and track key performance indicators (KPIs), including:
    • Average Speed of Answer (ASA)
    • Call Abandonment Rate
    • First Call Resolution (FCR)
    • Customer Satisfaction (CSAT)
    • Ticket Quality Scores
    • Agent Utilization
    • SLA Compliance
  • Identify trends impacting service quality and recommend corrective actions.

Leadership & Team Development

  • Lead, coach, mentor, and develop Tier 1 Help Desk technicians.
  • Conduct regular one-on-one meetings, team huddles, and performance reviews.
  • Foster a customer-focused culture emphasizing accountability, responsiveness, and continuous improvement.
  • Support hiring, onboarding, training, and retention efforts.
  • Develop training plans to improve technical troubleshooting skills and customer service effectiveness.
  • Serve as the primary escalation resource for Tier 1 staff.
  • Recognize high performance and create development opportunities for team members.

Process Improvement & Reporting

  • Analyze service desk metrics, call trends, and recurring issues to identify opportunities for improvement.
  • Collaborate with Tier 2, Infrastructure, Network, Applications, Endpoint Services, and other IT groups to improve end-user support processes.
  • Maintain and improve knowledge base articles, troubleshooting guides, and standard operating procedures.
  • Prepare weekly and monthly operational reports for leadership, including:
    • Call Volume Trends
    • Service Level Performance
    • First Call Resolution Metrics
    • Escalation Analysis
    • Customer Satisfaction Scores
    • Staffing and Scheduling Metrics
  • Recommend process enhancements that improve customer experience, reduce call volume, and increase operational efficiency.

Required Qualifications

  • 3-5 years of experience leading, supervising, or managing a Help Desk, Service Desk, or Contact Center team.
  • Experience managing high-volume customer support operations.
  • Demonstrated success leading teams focused on customer service, productivity, and performance metrics.
  • Strong understanding of ITIL principles and service management best practices.
  • Experience monitoring and improving call center KPIs, including service levels and first-call resolution.
  • Proficiency with:
    • Microsoft Windows 10/11
    • Microsoft 365
    • Active Directory
    • Azure AD / Entra ID
    • Microsoft Intune
  • Experience using enterprise ITSM solutions such as:
    • ServiceNow
    • BMC Remedy
  • Strong analytical, organizational, and problem-solving skills.
  • Excellent verbal and written communication skills.

Certifications (Required or Obtainable During Employment)

  • ITIL v4 Foundation Certification
  • Microsoft Office Specialist (MOS)
  • HDI Support Center Team Lead, HDI Customer Service Representative, or equivalent Service Desk certification

Preferred Qualifications

  • Bachelor's degree in Information Technology, Information Systems, Business Management, or a related field (or equivalent experience).
  • Experience supporting public-sector, transportation, or large enterprise organizations.
  • Experience using ServiceNow reporting and performance dashboards.
  • Workforce Management (WFM) or Contact Center leadership experience.
  • Advanced ITIL certifications or HDI leadership certifications.

Professional Attributes

  • Strong customer-first mindset focused on delivering exceptional support experiences.
  • Results-oriented leader who uses metrics and data to drive performance improvements.
  • Ability to manage competing priorities in a fast-paced, high-volume environment.
  • Effective coach and mentor committed to employee growth and development.
  • Strong communicator capable of building relationships across technical and business teams.
  • Collaborative leader who promotes accountability, transparency, and continuous improvement.

Success Measures for This Role

The Tier 1 Help Desk Lead will be evaluated on:

  • Service Level Achievement
  • Call Wait Time Reduction
  • First Call Resolution Rate
  • Customer Satisfaction Scores
  • Schedule Adherence
  • Quality Assurance Scores
  • Technician Productivity
  • Ticket Documentation Quality
  • Employee Retention and Development

  • Escalation Reduction and Operational Efficiency

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!

Our Profile: 

We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them.  Learn More.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!

 #NAI #DICE

Employment Type: Full time

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