What are the responsibilities and job description for the Help Desk Lead position at VirtualVocations?
A company is looking for a Help Desk Lead responsible for supporting an assigned customer team and associated agents.Key ResponsibilitiesOversee monitoring and response to agent chat and reported IT issues for the assigned customer teamResponsible for support level one escalation and perform QA for supervisory review and deliveryBack up supervisor in assignment of cases and workload balancing for agent outages or volume changesRequired Qualifications3-5 years of related benefits experience and / or trainingProficient in case management and associated reportingKnowledge of group life and health, and federal regulations such as Section 125, ERISA, and COBRAProficient PC skills (Microsoft Office, Outlook, HRIS, etc.)Bachelor's degree preferred
