Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters!"
We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.
Whether we team with clients, colleagues, or partners, we put each other first. It’s The Iron Bow Way.
THE HIGH LEVEL
The Office of Connected Care Help Desk (OCCHD) team is responsible for providing support to our nation's Veterans and VA Providers, consisting of end-user initial setup, troubleshooting, and training of mobile devices within a video connection platform and application. The Help Desk Supervisor will be responsible for the delivery of departmental results through successful direction and management of a team or staff while assuring the highest level of customer satisfaction. The individual in this position will have previously performed technical or professional duties in a support environment and will interact frequently with customers and members of leadership.
The shift for this position is Monday – Friday 1pm – 10pm EST
DOES THIS SOUND LIKE YOU?
- You have played a crucial role in ensuring the smooth operation of a technical help desk
- You take pride in overseeing a team, maintaining service levels, and fostering a positive customer experience
WHAT YOU’LL BE DOING
- Primarily responsible for the professional development of team members through the performance management process and informal coaching techniques
- Responsible for all Help Desk tiers in providing coverage and staffing, contributing to established service levels
- Contribute to Help Desk Improvement by communicating observed gaps in team knowledge
- Use of monitoring tools to provide feedback to team members
- Track and maintain compliance with established metrics
- Review Agent States and statistics
- Work to provide the needed guidance to team members in ensuring customer commitments are kept
- Provides coaching and mentoring to team members regarding the technical and operational aspects of their jobs to assure understanding of tasks and maximize team performance
- Work to provide strong leadership that mentors, develops, and guides team members to leverage the value of each interaction
- Participate in continuing efforts to improve quality through parallel observation, real-time coaching, and structured team break-outs
- Manage day-to-day oversight of Client Service Center operations, which includes monitoring/tracking of alerts, incidents, requests, and problems. Ensure alert management best practices are in place and properly configured. Perform daily system checks to assure critical systems and services are operational.
- Ensure that individual performance meets or exceeds department standards
- Develop shift schedules and ensure that appropriate levels of staffing are aligned with technical requirements of the various service contracts and SLAs.
- Complete daily, weekly, and monthly statistics review
- Interviews candidates and assists with hiring decisions
- Represents the management of Iron Bow in a positive and professional manner
- Conducts all customer interactions in a manner that presents Iron Bow in a positive light
- Supervisors are required to be respectful, fair, gracious, and knowledgeable and to uphold our core values
- Develops strong working relationships with cross-functional teams
- Assist in building technical knowledge base and escalation policies for day-to-day issue resolution for network, systems, and site management
- Responsible to ensure that their teams maintain a high level of customer satisfaction with no significant quality issues
- Improves effectiveness of Service Desk and monitors quality of transactions
- Adapt to changing priorities without impacting the customer experience
- Perform monthly case quality reviews
- Required participation in an On-Call rotation
- Ensure that all staff members are trained on necessary customer support and services requirements, and that necessary reference materials are written and updated regularly
WHAT YOU BRING TO THE TABLE
- Excellent, clear, concise written, oral, and interpersonal communication skills
- Demonstrated strong customer focus in service operations environment
- Superior experience working with software applications
- Interpersonal communication and de-escalation skills
- Provide Process and Product Training as needed
- Demonstrated experience managing projects and executing against defined timelines
- History of consistently meeting or exceeding established individual performance objectives
- Ability to communicate ideas in both technical and user-friendly language
- Experience working in a team-oriented, collaborative environment
- Knowledge of applicable data privacy practices and laws
- Intermediate Microsoft office, Presentation, and Reporting Skills
- Experience in the installation, configuration, use and troubleshooting of mobile and desktop devices
- Experience supporting tablet and/or 4G issues a plus
- Experience with NICE InContact Phone System and ServiceNow ticketing system
- Travel to Veterans Administration location to provide on-site support as needed
- Regular and reliable attendance is required
- Ability to obtain and maintain Public Trust Security Clearance
- US Citizen
- Bachelor’s degree in computer science, math, or electrical engineering, information technology, or proven equivalent work experience
- Four to eight years of technical service desk experience is desired, including support of hardware, software, and network components
WE WOULD LOVE IF YOU HAD THESE ATTRIBUTES
- Exceptional interpersonal skills
- Demonstrated conflict management skills
- Problem Solving/Analytical and Functional Skills
- Communication (Verbal and written)
- Excellent Time Management
- Teamwork – Enthusiasm - Flexibility
- Results Focused and Organizational Skills
- Coaching/Knowledge Transfer Ability
- Influencing/Negotiating
- Product Expertise
TRAVEL REQUIREMENTS
This position has a strong preference for candidates based in the greater Washington, D.C. metropolitan area and may require 10% travel
WHY YOU’LL LOVE IT
- Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company that is easy to tap into and be inspired by
- If you like to have meaningful impact on our Nations Veterans along with improving team dynamics, operational efficiency, and customer happiness – you will love this job!
OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT
Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.