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Helpdesk Manager (CMS)
Ref No.: 18-08122
Location: Woodlawn, Maryland
Position Type:Full Time/Contract
Start Date: 09/11/2018
Role: Helpdesk Manager
Location : Woodland, Maryland

Salary : Open

Job Description
A. Ensure C3 Help Desk personnel are capable of correctly identifying support issues, documenting them within the ticket tracking application, managing escalation or assignment procedures, communicating clearly to the customer, and maintaining accountability of the problem throughout the life of the issue from identification through disposition.
B. Have a thorough understanding of the VCS voice services and systems for which they shall provide support. This understanding shall include knowledge of the architecture, infrastructure, network, integration, limitations, and operations/use of each of the VCS systems.
C. Provide periodic reports and ensure all system data and personnel are available for quality assurance auditing
D. Furnish all Help Desk facilities, labor, materials, and transportation necessary to perform the task requirements, as well as provide the resources required to meet changes in the VCS environment.
E. Establish a voice and data service monitoring center to oversee voice network problem resolution and routing management of the CCO voice network.
F. Supply skilled personnel to monitor and route incoming

Required Skills
The C3 Help Desk manager shall oversee and manage the team of Help Desk support personnel including all aspects of day-to-day operations.
This includes staff issues, staff scheduling, developing and implementing SOPs, serving as an internal and external escalation point, overseeing the completion and delivery of reports and deliverables, and ensuring quality assurance throughout the entire scope of work execution.