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Sebastian Tech Solutions

920 S. Main St.

Jonesboro, AR 72401

870-520-6113

EDWOSB  -  SBA 8m  -  HUBZone

DUNS - 079499998

CAGE - 7C963

JOB DESCRIPTION

  ****Position is contingent upon award of contract****

Title:                            Program Manager I, DOL’s LearningLink

Location:                    Jonesboro, AR

Requisition Number: 00035-0011]

**Must be a U.S. Citizen**

Seeking a Program Manager I to oversee all aspects of the Tier 1 Help Desk Services that effectively deliver accurate and consistent responses to end-user inquiries, when using DOL’s LearningLink system to complete required training and professional development opportunities.

Responsibilities, but not limited to:

  • Oversee and manage Help Desk Services that effectively deliver accurate and consistent responses to approximately 19,000 DOL users.

  • Manage Call Center staff between 4-8 FTEs/Part Time Help Desk Technicians, ensuring employee development, coaching, conducting performance evaluations; ensure recognition for achievement of targets and assist employees with professional goal setting.

  • Acts as liaison between company staff, Client staff and the Call Center User Community

  • Ensure contract compliance for all operational, service and performance standards

  • Oversee training, scheduling and all activities necessary to maintain the staff of Help Desk Technicians

  • Develop and maintain on-line training documentation and standard operating procedures for the staff

  • Ensure high levels of customer service through the monitoring of live telephone calls, the review of recorded calls and call (case) documentation

  • Create and ensure that all weekly and monthly reports are provided to the client

 

 Qualifications or Skills Required:

  • Bachelor’s degree from an accredited college or university in Information Technology or a related field

  • At least 6 years in a supervisory role

  • At least 3 years of experience in the call center management

  • Working knowledge of the following: hardware and desktop software, system and network recovery methods, software tools, call and problem tracking software

  • Information Technology Infrastructure Library (ITIL) Certificate

 

Qualification of Skills Preferred:

  • Project Management Professional Certificate

  • Help Desk Institute Certifications

 

If interested in applying, please email job requisition number, position, and current resume to resumes@sebastiantechsolutions.com

*Sebastian Tech Solutions reserve the right to edit, revise or change this job description.  Nothing in the contents of this job description implies an employment contract with the incumbent.*