Help Desk Manager

Job Description

Job Description

Help Desk Manager

Location :  Hart-Dole-Inouye Federal Center in Battle Creek, MI

Job Type :  Full-Time

Pre-Award Opportunity at Kinaras Solutions, Inc.

At Kinaras Solutions, Inc., we are dedicated to delivering exceptional service and innovative solutions to our clients in the federal government sector.

We are eager to expand our team with passionate and skilled leaders as we prepare for a pivotal role supporting the CAGE Program. We are currently recruiting for a Help Desk Manager position. This pre-award opportunity allows you to be at the forefront of setting up a customer service team dedicated to excellence in federal contracting.

As a Help Desk Manager, you will lead efforts to enhance our customer service operations, ensuring seamless processing of CAGE code inquiries and registrations. If you're committed to developing dynamic teams and improving customer experiences, we invite you to join us now and be ready to make an immediate impact post-award. Partner with us to drive innovation and deliver outstanding service in the government sector.

Job Summary

The Help Desk Manager will be a pivotal member of the CAGE Program Support team, overseeing the customer service operations related to CAGE code registration and management. This position requires a proactive leader skilled in problem-solving, customer service, and team management to ensure efficient processing and resolution of customer inquiries, compliance with government protocols, and enhancement of overall customer satisfaction.

Key Responsibilities

Leadership and Team Management :

Lead, manage, and mentor the help desk team to ensure efficient operation and high performance.

• Foster a positive work environment to motivate team members and enhance service delivery.
• Conduct regular performance evaluations and implement training programs to improve customer service skills.

Customer Service Operations

Oversee the management of customer service tickets, ensuring timely and accurate responses to CAGE related inquiries across multiple communication channels.

Quality Assurance and Reporting

Develop and implement quality assurance metrics to evaluate the performance of the help desk team and service levels.

Strategic Planning and Improvement

Identify and implement process improvement initiatives to enhance service efficiency and effectiveness.

Compliance and Security

Ensure that all help desk activities comply with CAGE Program policies, security requirements, and confidentiality agreements.

Qualifications

Preferred Qualifications

Equal Opportunity Employer Disclosure :

Kinaras Solutions, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, protected veteran status, disability status, or any other characteristic protected by federal, state, or local law. We are committed to fostering a diverse and inclusive workplace.

If you require a reasonable accommodation to apply for a position or to participate in the application or interview process, please contact hr@kinarassolutions.com.

Applicants selected may be subject to a background investigation and must meet eligibility requirements for access to classified information or employment as a contractor assigned to the U.S. government, as required.

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