Cognosante Hiring for Service Desk Supervisor at McLean, Virginia Full Time

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!

Job Description

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.

Key responsibilities

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

Required Qualifications

• 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

Preferred Qualifications

• 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 protected] . 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 [email protected] 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.