Helpdesk Manager - General Team

Job description

Overview General Team Leads provide administrative oversight for a team of 7–8 Help Desk Analysts supporting Tier 1 inquiries from DoD travelers in a 24/7 environment. The role ensures adherence to established procedures, manages workflow standards, and applies independent judgment to maintain service quality and operational continuity. Responsibilities: - Oversee Tier 1 support workflows across phone, chat, and e-ticket channels, ensuring alignment with policies, SOPs, and quality standards. - Analyze performance metrics (FCR, handle time, quality, CSAT) and implement improvements based on trends and operational insights. - Serve as the administrative escalation point for complex issues, ensuring adherence to established procedures and escalation pathways. - Maintain and update SOPs and knowledge-base content based on operational patterns, policy updates, and system enhancements. - Coordinate cross-functionally with other General and Specialty Leads to ensure smooth shift transitions and consistent service delivery. - Provide administrative leadership for staffing, workload distribution, documentation quality, and training needs. Qualifications: - U.S. Citizenship and active Secre...