IT Help Desk Manager
IT Help Desk Manager
Posted on :
21-02-2024
Employer Active
1 Vacancy
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Monthly Salary
USD 75000 - 90000
Vacancy
1 Vacancy
Posted on :
21-02-2024
Job Description
Req ID : 2549606
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:
We are hiring an IT Help Desk Manager to report on-site in Isabela, PR. The Help Desk Manager at Capitol Bridge Puerto Rico is responsible for overseeing and managing the day-to-day operations of the Help Desk team. The individual in this role must possess strong oral and written communication skills to effectively engage with all levels of management within the organization and interact with customers supported by the contract. This position requires efficient planning, organizing, and management of Help Desk employees to ensure the delivery of high-quality customer service.
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
You may receive requests for background check and or drug screen regarding this employment opportunity. Respond to all requests quickly as we anticipate filling our vacancies quickly and non-responses may result in disqualification for this opportunity.
Reasonable Accommodation
Capitol Bridge complies with federal and state disability laws and makes reasonable accommodation for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, or to receive other benefits and privileges of employment, please contact your recruiter.
EEO Statement
Capitol Bridge is an Equal Opportunity Employer. All employment decisions at Capitol Bridge are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.
Texting Notice
We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.
Employment Type
Full Time
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