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:
- Manages daily operations of user inquires and requests, ensuring responses are accurate and timely and in accordance with service level agreements
- Monitor service desk metrics and report on key performance indicators to the client
- Collaborate with other departments to identify and address recurring technical issues and implement long-term solutions
- Implement and manage ITIL processes toward improved performance and automation
- Develops and implements service desk operations policies and procedures
- Engage in collaboration with Tier 2 and Tier 3 teams to efficiently manage user issues and guide them towards resolution
- Analyze service desk inquiries to identify recurring user issues, recommend solutions, and to identify areas where service desk service can be improved
- Monitors customer contact quality and customer experience metrics to improve service levels and assess training needs
- Conduct regular performance evaluations and provide feedback to service desk agents to promote professional growth and development
- Stay up-to-date on industry trends and advancements in technology to continuously improve service desk operations
REQUIRED EXPERIENCE:
- Experienced in creating and managing KPI's, metrics and reporting
- ITIL and HDI certifications
- Help Desk management experience
- Successful client reporting and customer liaison experience
- Experience with Help Desk scheduling and Workforce Management
- Professional written and verbal communication skills
- 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:
- Managing relationship with multiple vendors and stakeholdersAbility to use data to drive decision-making and improve service delivery
EDUCATION & CERTIFICATIONS:
- Associate / Bachelor’s degree or equivalent with 10+ years of experience in Information Technology, customer service and support
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.
