JOB DESCRIPTION
****Position is contingent upon award of contract****
Title: Program Manager I, DOL’s LearningLink
Location: Jonesboro, AR
Requisition Number: 00035-0011]
**Must be a U.S. Citizen**
Seeking a Program Manager I to oversee all aspects of the Tier 1 Help Desk Services that effectively deliver accurate and consistent responses to end-user inquiries, when using DOL’s LearningLink system to complete required training and professional development opportunities.
Responsibilities, but not limited to:
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Oversee and manage Help Desk Services that effectively deliver accurate and consistent responses to approximately 19,000 DOL users.
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Manage Call Center staff between 4-8 FTEs/Part Time Help Desk Technicians, ensuring employee development, coaching, conducting performance evaluations; ensure recognition for achievement of targets and assist employees with professional goal setting.
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Acts as liaison between company staff, Client staff and the Call Center User Community
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Ensure contract compliance for all operational, service and performance standards
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Oversee training, scheduling and all activities necessary to maintain the staff of Help Desk Technicians
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Develop and maintain on-line training documentation and standard operating procedures for the staff
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Ensure high levels of customer service through the monitoring of live telephone calls, the review of recorded calls and call (case) documentation
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Create and ensure that all weekly and monthly reports are provided to the client
Qualifications or Skills Required:
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Bachelor’s degree from an accredited college or university in Information Technology or a related field
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At least 6 years in a supervisory role
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At least 3 years of experience in the call center management
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Working knowledge of the following: hardware and desktop software, system and network recovery methods, software tools, call and problem tracking software
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Information Technology Infrastructure Library (ITIL) Certificate
Qualification of Skills Preferred:
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Project Management Professional Certificate
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Help Desk Institute Certifications
If interested in applying, please email job requisition number, position, and current resume to
*Sebastian Tech Solutions reserve the right to edit, revise or change this job description. Nothing in the contents of this job description implies an employment contract with the incumbent.*