JOB DESCRIPTION

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  ****Position is contingent upon award of contract****

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Title:                            Program Manager I, DOL’s LearningLink

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Location:                    Jonesboro, AR

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Requisition Number: 00035-0011]

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**Must be a U.S. Citizen**

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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.

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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.

• 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.

• Acts as liaison between company staff, Client staff and the Call Center User Community

• Ensure contract compliance for all operational, service and performance standards

• Oversee training, scheduling and all activities necessary to maintain the staff of Help Desk Technicians

• Develop and maintain on-line training documentation and standard operating procedures for the staff

• Ensure high levels of customer service through the monitoring of live telephone calls, the review of recorded calls and call (case) documentation

• 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

• At least 6 years in a supervisory role

• At least 3 years of experience in the call center management

• Working knowledge of the following: hardware and desktop software, system and network recovery methods, software tools, call and problem tracking software

• Information Technology Infrastructure Library (ITIL) Certificate

 

Qualification of Skills Preferred:

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• Project Management Professional Certificate

• Help Desk Institute Certifications

 

If interested in applying, please email job requisition number, position, and current resume to 

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*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.*