Helpdesk Lead - Nesco Resource, LLC

Nesco Resource is seeking a Helpdesk Lead (Telephony) in the Greater Columbus OH area.

Overview: We are seeking a skilled Telephony Help Desk Manager to lead a team of customer service technicians providing assistance for federally governed cell phones as part of a critical federal project. The ideal candidate will have proven experience in managing telephony help desk operations, ensuring high-quality support services, and fostering strong customer relationships while adhering to federal regulations and project requirements.

Responsibilities:

1. Team Leadership: Manage and mentor a team of customer service technicians, providing guidance, support, and coaching to ensure optimal performance and professional development.

2. Help Desk Operations: Oversee the daily operations of the telephony help desk, including ticket management, call routing, and escalation procedures, to ensure timely resolution of customer inquiries and issues.

3. Federal Project Compliance: Ensure compliance with federal regulations, project guidelines, and security protocols governing the use and support of federally governed cell phones, maintaining strict adherence to confidentiality and data protection requirements.

4. Customer Service Excellence: Foster a customer-centric culture within the help desk team, emphasizing responsiveness, empathy, and professionalism in all interactions with federal clients and end-users.

5. Performance Monitoring: Implement performance metrics and quality assurance processes to monitor help desk performance, identify areas for improvement, and drive continuous service excellence.

6. Resource Management: Allocate resources effectively to meet service level agreements (SLAs) and project deadlines, balancing workload distribution and skill utilization to optimize team efficiency and productivity.

7. Issue Resolution: Collaborate with technical teams and vendors to resolve complex telephony issues, escalate unresolved issues as appropriate, and ensure timely resolution to minimize disruption and downtime.

8. Reporting and Communication: Prepare regular reports and updates on help desk performance, key metrics, and project status for stakeholders, providing clear and concise communication to support decision-making and project planning.

Qualifications:

• Bachelor's degree in Information Technology, Business Administration, or related field.
• Proven experience in managing telephony help desk operations, preferably in a federal or government contracting environment.
• Strong understanding of federal regulations, compliance requirements, and security standards relevant to telephony services and mobile devices.
• Excellent leadership and interpersonal skills, with the ability to motivate and inspire a diverse team in a fast-paced and demanding environment.
• Exceptional communication skills, both written and verbal, with the ability to interact effectively with clients, stakeholders, and team members at all levels.
• Analytical mindset with the ability to analyze data, identify trends, and implement process improvements to enhance help desk performance and customer satisfaction.
• Project management experience, including planning, execution, and risk management, is highly desirable.
• Relevant certifications such as ITIL, PMP, or CompTIA A+ are a plus.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.