Help Desk Team Lead

4 weeks ago

Morgantown, West Virginia, United States Amentum Full time
Job Summary

The Help Desk Manager is responsible for overseeing the performance of a help desk team, ensuring timely and accurate customer service. This role involves recruiting, training, and supporting help desk representatives and technicians. The successful candidate will establish customer service standards, contribute to improving customer support, and provide feedback to internal teams.

Key Responsibilities
  • Manage the help desk team and evaluate performance.
  • Ensure customer service is timely and accurate daily.
  • Recruit, train, and support help desk representatives and technicians.
  • Set specific customer service standards.
  • Contribute to improving customer support by actively responding to queries and handling complaints.
  • Establish best practices through the entire technical support process.
  • Follow up with customers to identify areas of improvement.
  • Develop daily, weekly, and monthly reports on help desk team productivity.
  • Provide customer feedback to the appropriate internal teams.
  • Provide LM-wide email and communications for upcoming changes or service outages.
  • Responsible for developing reports on team productivity.
  • Maintain a problem-solving attitude to ensure high-quality technical support and enhance client satisfaction.
Requirements
  • Bachelor's Degree in Computer Science, Information Technology, or relevant field.
  • Minimum of 5 years of relevant/supervisory experience.
  • Valid Driver's License Required.
  • No clearance requirement, but US Citizenship is required for facility credentials/authorization.
Skills and Capabilities
  • Proven work experience as a Help Desk Manager.
  • Hands-on experience with help desk and remote-control software.
  • Solid technical background with the ability to give instructions to a non-technical audience.
  • Customer-service oriented with a problem-solving attitude.
  • Excellent written and verbal communication skills.
  • Team management skills.
Essential Physical Requirements
  • Aligned with Fit-For-Duty evaluation requirements.
Required Certifications or Licenses
  • No professional certification required.
Supervisory Responsibilities
  • This position provides direct/indirect supervision to department staff under their charge.

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran's status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.

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