Assist with the management and development of team members by providing training, coaching, and performance feedback.
Act as a direct contact for the client and complete investigations and requests.
Provide second level phone, email, and Help Desk support for multiple government web-based applications, including in depth technical troubleshooting with agency users and their IT Support; make troubleshooting decisions based on agency's unique security settings and criticality of user inquiry; handle escalations.
Oversee team's logging and management of cases to ensure resolution and lead root cause analysis to identify fixes and preventative measures. Ensure all cases are updated on a regular basis and clients are advised of status in adherence to service level agreements.
Provide superior service and timely resolution to high profile and sensitive clients as unresolved issues may result in a large negative financial impact. Use of critical thinking and solid judgment skills needed to mitigate possible reputational risk.
Ensure team maintains or exceeds key performance identifiers at or above published expectations by completing quality reviews and providing feedback.
Oversee the validation of high dollar amount file transmissions and handle escalations as needed.
Oversee high-profile tasks such as user recertification process, user account management, security reporting, on-boarding/maintaining agency and financial institution accesses in multiple applications.
Remain up-to-date with product knowledge around new functionality and system releases on supported products and educate team members accordingly; coordinate or lead training as necessary.
Interact with internal and external Technology, Deployment/Implementations, Testing, Financial Institutions, and other government teams and partners.
Lead team training for the onboarding of new products for supported applications.
Send and assist with drafting communications to an audience of up to 20,000 global customers for multiple applications.
Coordinate and oversee User Acceptance Testing for new features and functions and ensure post application release validations are completed, compile results and report all issues to Technology Teams.
Act as a lead for implementing process improvements and efficiencies to reduce operating deficiencies, improve productivity and mitigate risk.
Support the training and development of other team members and drive positive change to improve the client's experience.
Flexibility with schedule to ensure all service level agreements are met for providing 24/7/365 coverage.
Manage process documentation including creating, reviewing and updating as needed.
Adhere to compliance PII and SBU standards and stay up to date on required training.
May include additional responsibilities such as client site visits, knowledge-base management, internal projects and all other duties as assigned.
3+ years' experience in Help Desk and/or application support.
Previous leadership experience preferred - proven success as a leader within a team, including training and motivating others.
Previous Customer Service experience preferred.
Bachelor's degree or equivalent job experience.
Ability to troubleshoot complex technical issues with an aptitude for utilizing reporting tools, applications and systems.
Strong relationship building skills and client focus.
Proficient in all Microsoft applications.
Excellent written and verbal communication skills to interact with both internal partners and external clients at all levels.
Ability to present technical/analytical information to both non-technical and technical audiences.
Demonstrated ability to appropriately respond under pressure, prioritize deliverables and effectively multi-task in a fast paced environment.
Detail oriented with good organizational skills.
Superior analytical abilities and innovative thinking skills.
Ability to assess complex processes and deliver practical solutions.
A demonstrated history of strong interpersonal skills and positive peer engagement in a diverse environment.
Knowledge of Public Sector business a plus.
U.S. Citizenship or Permanent Residency (green card) is a prerequisite for this position.
Must pass an extensive background check (renewed every 5 years).
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Time Type :Full time
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