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IT Operations and Help Desk Manager in Austin, TX at Booz Allen Hamilton Inc.

Date Posted: 11/20/2018

Job Snapshot

  • Employee Type:
  • Location:
    Austin, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Job Number: R0041538

IT Operations and Help Desk Manager

Key Role:

Serve as a subject matter expert in technical and non-technical help desk work, including staff forecasting and scheduling, queue management, and call center systems management, and consult on improving outbound and inbound performance and customer calling effectiveness for the business. Employ various, advanced response and recovery approaches to resolve and mitigate incidents, as appropriate. Investigate and analyze response activities and apply tactics, techniques, and procedures for investigative processes. Conduct root cause analysis and response coordination, including providing recommendations on mitigation. Coordinate productivity reporting for calling queues and customer segments. Guide the development and implementation of calling technologies and systems. Provide work leadership to junior employees.

Basic Qualifications:

-5+ years of experience with technical and non-technical contact centers and help desks

-2+ years of experience with managing or supporting large-scale client-facing projects with 70-100 employees

-2+ years of experience with analyzing call center reports to design calling handling strategies and tactical agent plans

-2+ years of experience with creating call queues, restricting records, segmenting customers, and recycling records for outbound dialing

-2+ years of experience in aligning staff schedules with calling handling strategies

-Experience with Microsoft Excel, including pivot tables, formulas, tables, and presentation of data in the same

-Knowledge of call center best practices, including forecasting and scheduling, dialer and manual outbound customer contact management, inbound technical triage, and dialing platform, telecom, and CRM applications

-Ability to obtain a security clearance

-BA or BS degree

Additional Qualifications:

-Public Trust clearance

-MA or MS degree in Operations Management or Business

-Technical IT Certifications


Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

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