Help Desk Lead

Job Description:  

We are seeking a dynamic and experienced Help Desk Manager to lead our Business Operations Services Center (BOSC) Help Desk operations. This role will be pivotal in managing the daily operations and stakeholder relationships, leading staff development opportunities, and driving continuous innovation to deliver an exceptional customer experience. The ideal candidate is a thought leader with a proven track record in operational excellence, committed to meeting and exceeding Key Performance Indicators (KPIs) and driving the program forward through strategic insight and proactive management. 

Key Responsibilities:   

• Lead and manage the Help Desk team, including recruitment, onboarding, training, professional development, and performance evaluation. 
• Design, implement, and continuously improve help desk procedures, standards, and best practices to ensure high-quality support services. 
• Ensure timely resolution or appropriate escalation of all support inquiries related to supported applications and systems. 
• Monitor and manage ticket queues, prioritize escalations, and ensure adherence to established service level agreements (SLAs). 
• Analyze historical data and forecast trends to provide data-driven insights and recommendations for continuous improvement. 
• Oversee the creation, maintenance, and enhancement of knowledge base content to support efficient issue resolution. 
• Communicate effectively with internal and external stakeholders, ensuring inquiries and concerns are addressed promptly and thoroughly. 
• Collaborate with internal program teams to support the implementation of new technologies, tools, and procedures. 
• Ensure compliance with organizational policies, procedures, and operational standards. 

• Key Attributes: 
  • A thought leader who can inspire teams and lead by example. 
  • Adaptable and resourceful, with a proactive approach to problem-solving. 
  • Strong analytical and decision-making skills, with an ability to handle multiple priorities effectively. 
  • Excellent communication and collaboration skills.   

 Basic Requirements:    

• Ability to obtain a U.S. Federal Position of Trust clearance designation.   
• Must reside in and be able to perform work in the United States.   
• Must have lived in the United States for 3 of the last 5 years.   
• Bachelor’s Degree in a related field is required.  
• Minimum of five (5) years’ experience working in Medicare programs preferred. 

  Additional Qualifications:   

• Dynamic leader that has successfully managed a Help Desk team of 100+ 
• Experience leading a progressive help desk to bring a fresh set of ideas for improvement while leading a large team with potential to scale the program.  
• Strong stakeholder management skills, with the ability to communicate effectively at all levels of the organization. 
• Strategic thinker with a growth mindset and an innovative approach to solving complex operational challenges. 
• Experience with continuous improvement methodologies and commitment to driving process optimization. 
• Proficiency with tools such as SNOW/CXOne/JIRA/Confluence.  

Public Trust Clearance: This role will require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship.  

As partners in our team's success, we offer a comprehensive compensation structure that includes competitive base salaries, performance-based incentives, spot bonuses, referral bonuses, and more.