IT Help Desk Manager

Help Desk Manager
Location: Hart-Dole-Inouye Federal Center in Battle Creek, MI
Job Type: Full-Time

Pre-Award Opportunity at Kinaras Solutions, Inc.
At Kinaras Solutions, Inc., we are dedicated to delivering exceptional service and innovative solutions to our clients in the federal government sector.
We are eager to expand our team with passionate and skilled leaders as we prepare for a pivotal role supporting the CAGE Program. We are currently recruiting for a Help Desk Manager position. This pre-award opportunity allows you to be at the forefront of setting up a customer service team dedicated to excellence in federal contracting.

As a Help Desk Manager, you will lead efforts to enhance our customer service operations, ensuring seamless processing of CAGE code inquiries and registrations. If you're committed to developing dynamic teams and improving customer experiences, we invite you to join us now and be ready to make an immediate impact post-award. Partner with us to drive innovation and deliver outstanding service in the government sector.

Job Summary
The Help Desk Manager will be a pivotal member of the CAGE Program Support team, overseeing the customer service operations related to CAGE code registration and management. This position requires a proactive leader skilled in problem-solving, customer service, and team management to ensure efficient processing and resolution of customer inquiries, compliance with government protocols, and enhancement of overall customer satisfaction.
Key Responsibilities
Leadership and Team Management:

• • Lead, manage, and mentor the help desk team to ensure efficient operation and high performance.
  • Foster a positive work environment to motivate team members and enhance service delivery.
  • Conduct regular performance evaluations and implement training programs to improve customer service skills.

Customer Service Operations

• • Oversee the management of customer service tickets, ensuring timely and accurate responses to CAGE related inquiries across multiple communication channels.
  • Maintain high standards of customer service by monitoring interactions, providing feedback, and implementing best practices.
  • Develop and maintain processes for tracking, managing, and resolving customer issues effectively.

Quality Assurance and Reporting

• • Develop and implement quality assurance metrics to evaluate the performance of the help desk team and service levels.
  • Ensure accurate documentation and archiving of all customer interactions and transactions as per regulatory and company standards.
  • Prepare and present regular reports on help desk activities, performance metrics, and customer feedback to senior management.

Strategic Planning and Improvement

• • Identify and implement process improvement initiatives to enhance service efficiency and effectiveness.
  • Collaborate with other departments and stakeholders to identify trends and develop strategies to address common issues or new requirements.
  • Contribute to the continuous improvement and development of the CAGE Program support service delivery model.

Compliance and Security

• • Ensure that all help desk activities comply with CAGE Program policies, security requirements, and confidentiality agreements.
  • Address and resolve any compliance or security issues promptly and effectively.

Qualifications

• Bachelor's degree in Information Technology, Business Administration, or a related field. Equivalent work experience may be considered.
• Minimum of 5 years of experience in customer service management, with at least 2 years in a leadership role.
• Experience working in a government contracting environment is highly desirable.
• Strong problem-solving skills and ability to manage multiple tasks and priorities in a fast-paced environment.
• Excellent interpersonal and communication skills, with a strong focus on customer service.
• Proficiency in help desk software tools and customer relationship management systems.

Preferred Qualifications

• ITIL certification or equivalent in help desk management.
• Familiarity with CAGE code registration processes and Defense Logistics Agency operations.

Equal Opportunity Employer Disclosure:

Kinaras Solutions, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, protected veteran status, disability status, or any other characteristic protected by federal, state, or local law. We are committed to fostering a diverse and inclusive workplace.

If you require a reasonable accommodation to apply for a position or to participate in the application or interview process, please contact [email protected].

Applicants selected may be subject to a background investigation and must meet eligibility requirements for access to classified information or employment as a contractor assigned to the U.S. government, as required.