Help Desk Supervisor

Help Desk Supervisor - WidePoint Integrated Solutions Corp. - Columbus, OH

WidePoint Corporation (WYY) is a leading provider of wireless mobility management and cybersecurity solutions. We offer secure, cloud-based, enterprise-wide information technology-based solutions that enable enterprises and government agencies to deploy fully compliant IT services in accordance with government-mandated regulations and advanced system requirements.

We are looking for a highly motivated Help Desk Supervisor located in Columbus, OH that can operate in a fast-paced and demanding start-up like environment of a micro-cap publicly-traded company.

Position Summary

The Help Desk Supervisor is responsible for the daily operations and performance of a team of customer service representatives (CSRs). The Supervisor ensures excellent customer service, achieves performance targets, and fosters a positive and productive work environment. In addition, the Supervisor coaches, mentors, and motivates CSRs while monitoring calls and performance metrics to identify areas for improvement and implement effective solutions.

Essential Duties And Responsibilities

The essential functions include, but are not limited to the following:

Team Management and Supervision

• Supervise, coach, and mentor a team of customer service representatives.
• Conduct regular performance reviews and provide constructive feedback.
• Monitor CSR attendance and adherence to schedules.
• Address employee concerns and resolve conflicts.
• Conduct team meetings and communicate company updates and performance goals.
• Identify training needs and collaborate with trainers to develop and implement training programs.
• Motivate and inspire team members to achieve performance targets.
• Handle escalated customer issues and complaints.
• Create a positive and supportive team environment.
  
  
  

Performance Monitoring and Improvement

• Monitor CSR performance metrics (e.g., call handle time, first call resolution, customer satisfaction, call avoidance).
• Analyze call center data and identify trends and areas for improvement.
• Develop and implement strategies to improve team performance and efficiency.
• Track and report on team performance to management.
• Implement quality assurance programs and monitor call quality.
• Identify and address performance gaps.
  
  
  

Operational Efficiency

• Ensure the call center's daily operations are smooth.
• Manage call queues and optimize call distribution to meet contractual Service Level Agreements (SLAs).
• Forecast staffing needs and work with scheduling the team to ensure adequate coverage.
• Implement and enforce company policies and procedures.
• Identify and implement process improvements.
• Maintain accurate records of team performance and activities.
  
  
  

Customer Service

• Promote a customer-centric culture within the team.
• Ensure CSRs provide excellent customer service and resolve issues effectively.
• Handle escalated customer complaints and resolve complex issues.
• Monitor customer feedback and identify areas for improvement in customer service.
• Working with vendors and subcontractors as it relates to the call center.
• Occasional travel as needed to support customers and WidePoint.
• Performs other related duties as assigned.
  
  
  

Minimum Qualifications (Knowledge, Skills, And Abilities)

The minimum qualifications include:

• High school diploma or equivalent required; bachelor's degree preferred but not required.
• At least one (1) to Two (2) years in a supervisory or team lead role.
• Experience with mobile device call centers or help desks.
• Certification in customer service or call center management.
• Proficient with Microsoft Office Suite or related software.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Must be able to pass security clearance.
  
  
  

Supervisory Responsibilities

• Provides training on job duties and WidePoint policies and procedures or arranges for proper training to be provided.
• Coordinates and supervises the work and responsibilities of Customer Service Representatives.
• Conducts performance evaluations that are timely and constructive.
  
  
  

Physical Demands and Work Environment

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this position successfully. Reasonable accommodation may be provided to enable individuals with disabilities to perform the functions.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift fifteen (15) pounds at times.
  
  
  

Note: This position description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other position-related instructions and perform any other position-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this position successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at-will" relationship.

The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.