Security Clearance required:
No clearance required
Cognosante is on a mission to transform our country’s healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people’s lives today!
We are searching for a professional Service Desk Supervisor to provide oversight of the contact center team. The Service Desk Supervisor is responsible for understanding the information provided in the Knowledge Base to help guide Service Desk Representatives to the best support information for our customers. The Supervisor will communicate and/or train the representatives on any releases or changes to the processes and systems. The Supervisor will work with the analysts to monitor and allocate resources as necessary to meet and/or exceed contractual requirements. It is expected that the Service Desk Supervisor perform all duties and responsibilities in a professional manner and meet timeliness and accuracy requirements.
To be a successful Service Desk supervisor, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.
Include the following and other duties as assigned.
Create a positive work environment that is flexible, adaptable, and team-based
Provide staff with a positive and open atmosphere to allow them to reach their maximum potential
Be accessible to the team
Provide skills, tools, training, and guidance to develop people to work as an empowered quality team
Encourage innovative ideas, quality initiatives, process improvements, and cost savings
Recognize the need for additional training on all levels and ensure all training needs are met
Provide additional support to customers by assisting with escalated calls
Manage staff and maintain staffing levels with assistance from Human Resources
Conduct all aspects of hiring – Screen, interview, and select team members
Prepare and deliver Performance Appraisals
Provide constructive feedback on an ongoing basis
Complete Monthly Summaries to provide documented feedback related to productivity, scheduled adherence, attendance, behavior competency and quality of work
Conduct monthly one on one meeting with each direct report
Complete weekly timecards approvals for each direct report
Initiate disciplinary action when performance does not meet expectations
Document all disciplinary action appropriately
Support Case and Knowledge Management which may include:
Collaborate with internal NSA teams (e.g. Operations, Quality, and Training) to implement defined standard operating procedures for system support that is focused on accurate and efficient ticket resolution
Collaborate with external NSA teams to identify areas of opportunity and assist with any defined improvement initiatives to enhance quality and expedite case resolution
Respond to customer (including CMS/vendor customers as well as external customers) requests that escalate to NSA Management attention
Coordinate the development, revision, maintenance, and vetting process of SOPs and Knowledgebase Articles (including call/email handling, case handling and escalation, scripts/templates), and any other artifacts intended for implementation
Ensures that all artifacts for implementation to Operations have been approved for release
Provide oversight and accountability for team monitoring, tracking and resolution confirmation of aged cases through follow-up with customer and assigned tier group throughout case lifecycle until resolved
Actively participate in CognoConnected operational and ongoing training
Participate in weekly meetings
Be prompt, present, and actively participate in required meetings and training
Complete assessments in a timely manner and to meet/exceed standards as outlined by management
Minimum of one-year call center customer service supervisory experience
High school diploma or GED
Basic PC skills
Keyboard skills (typing, 10-key, alpha/numeric)
Proficient in Microsoft Office: Word, Excel, PowerPoint, etc.
Candidates that do not meet the required qualifications will not be considered.
Additional Minimum Qualifications
Experience documenting new processes
Experience working with government officials, IT vendors or stakeholders
Excellent attendance record
Ability to work flexible hours including evening and weekend shifts
Ability and desire to work independently
Aptitude for learning and utilizing various software tools as needed
Ability to research, review, and comprehend technical data
Ability to manage priorities and tasks in a changing environment
Strong leadership abilities
Bachelor’s degree, preferred
Basic mathematical skills
Experience troubleshooting IT applications
Research, analytical, and problem-solving skills
We’re solving Americans’ health and safety challenges with technology, innovation, and purpose.
At Cognosante, we help improve how the nation delivers services to its citizens through innovation and transformation. We’re committed to creating positive results with lasting impact, and are always looking for passionate people who share our values to join the Cognosante family.
Cognosante was founded to address a critical gap in the health IT market—the need for a smart, nimble company, unencumbered by legacy systems and unafraid to challenge accepted wisdom. We have been able to extend out impact beyond health and into security and social services. Our continued success is the result of our expertise and insights, combined with our actively fostering a culture that encourages diversity of people and ideas.
Every day, we help government agencies solve difficult problems. We’re ensuring health professionals have accurate, secure, and timely health data so Americans get the healthcare they need. We help Federal and State agencies navigate healthcare reform and empower their technology transformations. We’re addressing the social determinants of health to remove barriers to healthcare access. And, we’re proud to help our military do its job more safely by leveraging stronger IT networks and using cybersecurity and biometrics technologies that replace outdated legacy solutions. We’re also helping create more options for Veterans, active duty military personnel, and their families to obtain health services in their communities.
Passion for what we do. Pride in how we do it. At Cognosante we are all VIPS. We create value by being enterprising. We develop innovative ideas and solutions. We perform at our best and deliver results. We share achieved results and recognitions.
Are you ready to make a difference in the lives of millions? Join us.
Highlighted Benefits for Full-time Employees
•Medical • Dental • Vision • 401k • Flexible Spending Accounts • Paid Time Off • Work/Life Solutions • Pet Insurance
Cognosante is an equal opportunity employer (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) . We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email email@example.com . Cognosante is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to firstname.lastname@example.org and let us know the nature of your request and your contact information.
T o all recruitment agencies: Cognosante does not accept unsolicited agency resumes. Please do not forward unsolicited resumes to our requisitions, any Cognosante email address, any Cognosante employee, or to any company location. Cognosante is not responsible for any fees related to unsolicited resumes.
COVID-19 isn’t stopping our hiring process nor our business as (semi) usual. We’re still reaching candidates, virtually and we’re still working, remotely! Are you a self-starter who likes to work from home and is interested in this position? Apply today!
Quick tips on virtual hiring success:
Test your tech —make sure your internet connection and video conferencing program are both working prior to your interview.
Dress appropriately —dress for success and ensure your surroundings are tidy.
Be prepared —do your homework, rehearse your responses to key interview questions, and prepare your own questions.
Be personable —make eye-contact, smile often, and demonstrate enthusiasm for the role.
Remove distractions —engage with the interviewer by removing all distractions, including your smartphone.
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