Call Reception/Help Desk Supv - Military veterans preferred



  full-time   employee

United States


We are currently seeking a motivated, career and customer oriented associates to join our team to begin an exciting and challenging career with SAIC Corp. Client Services Support Team Manager provides direction to subordinates based on general policies and management guidance. Work is reviewed upon completion for adequacy in meeting objectives. Interprets and executes policies and procedures that typically affect subordinate organizational units. Recommends modifications to operating policies affecting Call Reception. Generally, accomplishes results through lower level subordinate supervisors or through experienced professional employees who exercise significant latitude and independence in their assignments.
• Manage a team of support team agents
• Provide weekly coaching / feedback session with agents to identify opportunity areas, reinforce strengths, and create action plans to drive better performance
• Ensure that all reports/data related to agent's performance (metrics, pay, etc.) are complete and accurate
• Report/communicate discrepancies on all, but not limited to, performance, report, pay, and the likes related issues of agents and the team
• Drive compliance on all program initiated action plans, initiatives, incentives, and the likes and ensure that all agents understand, execute, and provide feedback as deemed necessary
• Continuously improve team performance on all key performance indicators both on a weekly and monthly basis set by the company and the client
• Provide input/insight to the team on how to improve performance through process improvements, action plans review, etc.
• Supervising employees who deliver remote hardware and software support to resolve basic feature/function questions regarding Off the Shelf (i.e., Microsoft Office applications), client customized enterprise business applications (i.e., PeopleSoft HRMS), or similar areas."


You will be successful in this role if you have:
• Current and Active COMPTIA Security + CE
• Ability to obtain ITIL certification within 1 year of hire date.
• 1-2 years supervisory experience in a Customer Service environment under a Telecommunications or IT program and some technical education or certifications preferred.
• Effective time management, organizational skills and ability to meet deadlines
• Ability to work effectively within a team
• Must be able to obtain a Top Secret Clearance

Desired Qualifications