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Service Desk Supervisor

Remote/Hybrid if local to Maryland

Join us at Sparksoft, where we're not just another tech company—we're a catalyst for change. Our mission isn't just to offer IT solutions; it's to revolutionize the way you work. Here, passion isn't just a buzzword; it's the fuel behind groundbreaking ideas and transformative technologies. We serve a wide range of government clients, delivering impact that's felt across the nation.

Our true strength lies in our people. They're the problem-solvers and innovators consistently delivering extraordinary outcomes. With Sparksoft, you're not stepping into a routine job; you're joining a team committed to innovation and excellence. Our innovation extends beyond just delivering projects. Through our specialized Innovation Centers, we continuously refine our methods, ensuring we remain industry leaders.

We are Sparksoft!

ROLE & RESPONSIBILITIES: 

  • Provides Supervisory Oversight of Tier 1 Personnel - Customer Service Representative
    Prioritize tasks to handle Supervisor escalations and prepared to handle incoming calls during AHOD scenarios, or as needed.
  • Operate to meet the client provided Key Performance Indicators, monitor and report on performance level Levels metrics weekly, monthly, quarterly, and annually.
  • 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.
  • Collect, analyze, maintain, create, store, and share organizational knowledge and information to enhance efficiency and minimize the need to rediscover existing knowledge.
  • Review, update, and maintain SOPs, plans, and guides detailing stakeholder interactions with the helpdesk team.
  • Monitor and evaluate agent performance, providing coaching and taking corrective action, if necessary.
  • Assess helpdesk operations to identify areas for improvement. Track performance trends and develop actionable insights.
  • Supports and coaches team members on effective methods to research, troubleshoot and deliver resolutions.
  • Collaborating with other supervisors and management to support agents and maximize customer satisfaction.

REQUIRED EXPERIENCE: 

  • 2 years of experience supervising and managing service desk representatives.
  • 2 plus years of experience in the health industry/health insurance domain is preferred but not required.
  • 5 plus years of experience supporting a service desk or call center operation.
  • Experience with: ServiceNow/Jira/Confluence and password management tools.
  • Experience serving CMS or US Federal Government Helpdesk/ServiceDesk as Tier 1 Customer service representative.
  • 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

PREFERRED EXPERIENCE: 

  • Experience in NICE InContact CXOne Customer Experience Platform is preferred but not required

EDUCATION & CERTIFICATIONS:

  • Bachelor’s or Associate Degree

If you need accommodation seeking employment with Sparksoft Corporation, please email Sparksoft.Accommodations@sparksoftcorp.com 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 abuse@sparksoftcorp.com upon receiving a suspicious request.

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