Service Desk Supervisor Jobs

Description:

Position Summary:

Are you a Service Desk Supervisor looking to positively impact millions of people? Our selected candidate will join a team of dreamers, drivers, and doers helping reshape federal healthcare IT.

Sparksoft is a fast-growing woman-owned small business that provides innovative technical solutions to the federal government. We are seeking a Service Desk Supervisor to help support an enterprise-level service desk that will aid in operations, customer service management, and case management for a large Federal Healthcare Agency.

Responsibilities:

• Contributes to the development of processes, procedures, training materials, KBAs and standards. Deliver the reports to internal and external stakeholders.
• Acts as escalation point for critical issues and facilitates a final resolution.
• Trains team on processes, tools, and procedures required to document, track and resolve reported issues and to meet operational service levels and standards.
• Oversees the day-to-day operations of the help desk.
• Operate to meet the CMS-provided Service Level Agreements, monitor and report on Service Levels metrics weekly, monthly, quarterly, and annually.
• Grant authorized users the right to use a service while preventing access to non-authorized users.
• Supports and coaches team members on effective methods to research, troubleshoot and deliver solutions.
• Review, update, and maintain SOPs, plans, and guides that describe how the stakeholders interact with the system.
• Gather, analyze, maintain, create, store, and share knowledge and information within the CMS CCIIO organization to improve efficiency and reduce the need to rediscover knowledge.
• Record and monitor every customer inquiry throughout the lifecycle, accountable for tracking every ticket (from calls, emails, incidents, and inquiries) logged by the team from the entry of the ticket to the disposition of the reported incident.

Requirements:

• Successfully mentored and assisted service desk agents and specialists.
• 2 plus years of experience in the health industry/health insurance domain is preferred but not required.
• Experience with customer surveys, feedback forms, and sentiment analysis to provide valuable insights into customer satisfaction levels, allowing identification of areas for improvement and address any gaps promptly.
• Experience with Jira/Confluence and password management tools
• 3 plus years of experience supporting a service desk or call center operation in a management role.
• Understanding and experience with service desk/call center workforce management tools.

Desired:

• Experience with contact center operations using Amazon Connect or other CCaaS tools
• Experience with CMS Marketplace eligibility and appeal processing
• Experience with case management workflows using Pega or other CRM/Workflow systems.
• Certs: HDI Certification

Required:

• Candidates must be able to obtain and maintain a Public Trust clearance
• Candidates must have lived in the United States 3 out of the past 5 years

Education:

• Bachelor’s Degree
• 4+ years of experience with establishing comprehensive test practices and methodologies

Sparksoft is a certified Capability Maturity Model Integration (CMMI) SVC and DEV Level 3, ISO 9001:2015, ISO 27001:2013, Small Disadvantaged Business (SDB), Women-Owned Small Business (WOSB), and Small, Women-owned, Minority-owned (SWaM), and MBE/DBE/SBE consulting firm. With our focused mission “to ignite innovation, inspire transformation, and implement digital solutions for a healthier nation”, we specialize in 6 specific digital health services: Test Automation, Cloud Services, DevOps Delivery, Cyber Security, Data Science, and Human-Centered Design. Since 2004, our exceptionally skilled people, proven leadership, and optimized processes all work together relentlessly to continuously push for more efficient solutions.

Sparksoft is an Affirmative Action/Equal Opportunity Employer and does not discriminate against any applicant for employment or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic prohibited under Federal, State, or local laws.

If you need accommodation seeking employment with Sparksoft Corporation, please email [email protected] or call 410-424-7700. Accommodations are made on a case-by-case basis.

At Sparksoft Corporation, we take security and protection of personal information very seriously. We will never ask you to send private personal information over email. Accordingly, we ask you to immediately contact our security team via email at [email protected] upon receiving a suspicious request.