IT Help Desk Manager

About Capitol Bridge LLC:

Founded in 2012, Capitol Bridge is an Arlington, Virginia-based SBA 8(a) Certified Small Disadvantaged Business with proven expertise providing independent medical reviews, records/data management services, medical coding, administrative staffing, and eligibility reviews.

Capitol Bridge Puerto Rico is a call center located at 699 Industrial Avenue, Isabela, PR 00662.

About the role:

Puerto Rico Benefits Include:

• Salary range $75 to $90k per year (Full Time Exempt)
• Health Insurance- medical, dental, vision & pharmacy benefits. (Employer contribution included). Active 1st day after 30 days of employment.
• Company sponsored Life Insurance. Active 1st day after 30 days of employment.
• 401K Retirement plan. Active 1st day after 6 months of employment.
• Vacation Leave and Sick Leave dictated by current PR Labor Law.
• Employee Assistance Program
• Paid Training
• 11 Paid Holidays
• Wellness Program

Key Responsibilities:

• Communication: Demonstrate strong oral and written communication skills. Effectively communicate with all levels of management within DEA and customers supported by the contract.
• Team Leadership: Provide day-to-day administrative direction to contractor personnel. Foster a positive and collaborative team environment. Conduct regular team meetings to communicate updates and address concerns when required.
• Customer Support: Oversee the resolution of customer issues and inquiries in a timely and satisfactory manner. Ensure the Help Desk team delivers high-quality customer service. Monitor customer satisfaction and implement improvements as needed.
• Workflow Management: Efficiently plan and organize Help Desk operations to meet workflow requirements. Assign staff personnel based on workload and priorities. Continuously evaluate and improve procedures and controls to ensure services meet schedules and production standards.
• Operational Support: Answer calls and emails during high volume periods to support the team. Ensure smooth and efficient Help Desk operations.

Minimum requirements:

• Bachelor’s Degree.
• Ten (10) years of experience in a customer service operation setting. (Call Center Help Desk -Required)
• Minimum of four (4) years of management and supervision for systems and procedures.
• Experience in the development, implementation, and maintenance of policies, procedures, and projects.
• Eight (8) years of related experience is equivalent to a four-year degree.
• Multilingual speakers are a plus.

Key Competencies:

• Strong leadership and team management skills.
• Excellent organizational and planning abilities.
• Effective problem-solving and decision-making skills.
• Ability to work under pressure and handle high volume periods.
• Proficient in the development and implementation of policies and procedures.
• Multilingual skills are a plus.

Screenings Requested

Reasonable Accommodation

EEO Statement

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