Help Desk Manager

The objective of this task order is to provide state of the art call center support across multiple technical and non-technical disciplines either at a government location or through alternative work arrangements. Expected to use its industry knowledge and technical capabilities of various modes of multi-channel communication mediums to triage, process, and improve the stakeholder’s experience.

The Help Desk Manager responsibilities include, but not limited to:
• Consults with and advises the Government concerning requirements, risks, issues, project plans, schedules and required program resources.
• Responsible for formulating and enforcing work standards, assigning Contractor schedules, reviewing work discrepancies, supervising Contractor personnel, and communicating policies, purposes, and goals of the organization to subordinates.
• Assist with internal and external communication, improving transparency, and radiating information.
• Assist with prioritization and resolution of conflicts, as requested.
• Participate proactively in developing and maintaining team standards, tools, and best practices.
• Working with the Federal Leads, identify and remove impediments, prevents distractions. Facilitate discussion and conflict resolution."

• Bachelor's Degree
• Ability to obtain an Public Trust equivalent to ICE Entry on Duty (EOD) clearance
• Project Management Professional (PMP) certification
• HDI Certifications are required 30 days after TO award
• "Minimum of ten (10) years of experience in project and/or operation management within a multi-tier/level Call Center of like complexity
• Acceptable specialized management experience shall also include:
• Conducting Call Center studies and analyzing the findings to make recommendations for a functional operation and/or program
• Experience with:
  o Qualitative methods and quantitative analytical techniques
  o Organizational and work processes relationship
  o Administrative support activities related to performing a wide variety of analytical studies and projects
  o Project and management improvement, productivity improvement and management controls
  o Long-range planning including developing guidance on techniques for management and methods improvement, analyzing and advising on proposed reorganizations or realignment of functions, and developing manuals and directives covering varying aspects of operations
  o Planning and executing strategies to enhance productivity and efficiency throughout a call center
  o Conducting complex response center statistical analysis, identifying trends, and implementing required improvements, which translate into measurable operational improvements Ability to provide clear leadership, technical direction, and guidance to all levels of SEVP personnel Ability to demonstrate knowledge and understanding of Call Center operations including call routing and management technologies ACD, IVR Web, Chat, Email, Social Media, SMS/Text, Mobile, Fax, Phone and Mail), workforce management systems, knowledgebase systems, quality assurance applications, and business intelligence software "