Call Center Service Desk Manager

American Systems Calgary Place , GA 30269

Posted 10 months ago

WANTED:A mission-driven, mid-level manager with an active Secret clearance to join our AMERICAN SYSTEMS Communications Solutions team as a Telecommunications Call Center Manger/Project Manager in Peachtree City, GA.

As a Call Center Manager/ Project Manager you will:

  • Work within the Engineering, Billing, Circuit, and Secure Communications teams to provide call center support for various projects and initiatives for the United States Army Reserve throughout the Continental United Sates (CONUS), Puerto Rico, and Virgin Islands by way of the government ticketing systems.

  • Join a well-established team that gives you the opportunity to grow.

  • Maintain a secret clearance

  • Receive robust benefits package that includes Employee Stock Ownership Plan!

  • Be a part of an empowered accountability culture where each employee-owner has a meaningful stake in the future success and growth of the company.

A week in the life of an Call Center Manager/Project Manager:

  • Provide oversight and guidance to your team of four analysts that includes process improvement and quality customer support in support of approximately 650 locations across the country

  • Prepare reports and presentations as necessary associated with analyst performance

  • Perform statistical analysis and develop metrics

  • Provide recommended process improvements, conduct training, development of whitepapers and general correspondence

  • Work in close cooperation with engineers, billing, circuit provisioning, secure communications, and management team

  • Use government ticketing systems daily to issue, track, execute, resolve, and close service desk tickets.

  • Prepare and approve purchase request

  • Develop and review Statements of work (SOW)

Founded in 1975, AMERICAN SYSTEMS is one of the largest employee-owned companies in the United States. We are a government services contractor focused on delivering Strategic Solutions to complex national priority programs with 100+ locations worldwide. Our employee-owners are encouraged to make a difference, implement new ideas in a collaborative environment, and focus on mission critical success. Through our focus on quality, strong cultural beliefs and innovation we deliver excellence every day. Join us!

#CJPOST

Job Requirements

  • The Telecommunications Call Center Manager shall provide telephony service desk supervision and leadership to a team of four highly professional individuals. Must have advanced knowledge of telephony and network systems and have effective written and oral skills. The manager will perform project manager functions that include, but are not limited to: purchase request (PR) preparation; vendor dispatching; RFP/RFQ preparation and evaluation.

  • Bachelor's Degree

  • Active Secret clearance

At least 10+ years of experience in:

  • Information Technology; preferably voice

  • Traditional TDM technology and PBX systems

  • Cabling distribution systems

  • Exposure to Voice of Internet Protocol (VOIP)

EOE M/F/Disability/Veterans


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Call Center Service Desk Manager

American Systems