Job Description
Bailey Information Technology Consultants is seeking a highly experienced Operations Manager – Help Desk to lead and oversee all aspects of call, chat, and customer service e-ticket operational support for travel enterprise customers. This role involves managing high-volume assistance and support center interactions, ensuring seamless service delivery and customer satisfaction. The ideal candidate will bring a minimum of 5 years of experience operating a multi-tiered, high-volume assistance/support center of similar magnitude.
Clearance: Must possess and maintain a Secret security clearance as required by the contract.
Responsibilities
- Oversee the daily operations of the help desk, managing call, chat, and e-ticket workflows to ensure timely and effective resolution of customer inquiries.
- Lead a multi-tiered support team, ensuring alignment with performance goals, service-level agreements (SLAs), and customer expectations.
- Develop and implement operational strategies, policies, and procedures to enhance help desk efficiency and effectiveness.
- Monitor and analyze performance metrics to identify trends, improve processes, and ensure continuous improvement.
- Serve as the primary point of escalation for complex or high-priority issues, ensuring prompt resolution and customer satisfaction.
- Collaborate with internal and external stakeholders to address operational challenges and align support services with business objectives.
- Train, mentor, and develop help desk staff to maintain high levels of competence and professionalism.
- Prepare and deliver operational reports, including key performance indicators (KPIs), to senior leadership and government stakeholders.
- Ensure compliance with all contractual obligations, company policies, and government regulations.
Qualifications
- Experience: Minimum of 5 years of experience operating an assistance/support center with a multi-tiered, high-volume requirement of similar magnitude.
- Education: Bachelor’s degree in Business Administration, Information Technology, or a related field. (Master’s degree preferred.)
- Skills:
- Proven ability to manage high-volume call, chat, and e-ticket operations.
- Strong leadership and team management skills.
- Excellent communication, organizational, and problem-solving abilities.
- Proficiency in help desk management tools and customer relationship management (CRM) systems.
- Ability to analyze data and drive performance improvements.
Preferred Qualifications
- Experience in managing customer support operations for government or enterprise clients.
- Familiarity with travel enterprise systems and processes.
- ITIL certification or equivalent is highly desirable.
Why Join Us?
At Bailey Information Technology Consultants, we are committed to delivering exceptional solutions and services to our clients. By joining our team, you will play a pivotal role in supporting our government and enterprise customers. We offer competitive compensation, comprehensive benefits, and opportunities for professional growth in a collaborative work environment.