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SUMMARY
Bering Straits Professional Services, a subsidiary of Bering Straits Native Corporation, is currently a highly skilled and motivated IT Help Desk Quality Control Manager to work on a government project, in Macon, GA. The ideal candidate will oversee and ensure the delivery of high-quality support services to our internal and external customers. In addition, they will be responsible for monitoring, evaluating, and improving the performance of the help desk team. This role is essential in maintaining a high standard of customer satisfaction and operational efficiency.
ESSENTIAL DUTIES & RESPONSIBILITIES
The Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are not intended to reflect all duties performed within the job. Other duties may be assigned.
Reviews major deliverables, quality control checks all performance goals, and provides management oversight with the Program ManagerParticipates in formal reviews with our PM and Quality Control InspectorServes as a bridge between BSPS leadership and program support Performs periodic quality reviewsAudits selected deliverablesProvides QC training for all staff upon contract award and at least semi-annuallyCoordinates and executes the QC PlanUpdates/revises the QC PlanDefines, develops, coordinates, and directs implementation of corrective actions based on deficiencies or problems identifiedMonitors the results of corrective actionsSuggest methods for improvementCollaborates with Government personnel to accomplish additional tax and requirements within Appendix 3
Additional Responsibilities:
Conduct regular quality audits of help desk interactions (calls, chats, emails, etc.) to ensure they meet company standards and best practices.Analyze customer feedback and support metrics to identify areas for improvement in the help desk operations.Develop and implement procedures to ensure all help desk tickets are accurately logged, tracked, and resolved in a timely manner.Collaborate with IT support teams to continuously refine and improve internal processes, workflows, and troubleshooting protocols.Recommend and implement changes to improve overall customer experience and help desk efficiency.Proactively identify recurring issues and suggest solutions or escalations to appropriate teams. Develop training programs for help desk staff to enhance their technical and communication skills.Conduct regular coaching and feedback sessions to ensure team members maintain high levels of customer service and technical proficiency.Ensure all team members are up-to-date with the latest IT systems, tools, and troubleshooting techniques.
QUALIFICATIONS - EXPERIENCE, EDUCATION AND CERTIFICATION
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required (Minimum Necessary) Qualifications
Bachelor’s degree in information technology, Business Administration, or a related field (or equivalent experience).5+ years of experience in IT support or help desk roles, with at least 2 years in a leadership or quality control capacity.Strong understanding of IT systems, troubleshooting techniques, and help desk software/tools.Exceptional analytical skills with the ability to identify problems and implement effective solutions.Excellent communication and interpersonal skills to interact with both technical and non-technical stakeholders.Proven experience in coaching, mentoring, and developing team members.Ability to manage multiple tasks and priorities in a fast-paced environment.Strong attention to detail and commitment to high-quality service delivery.
Knowledge, Skills, Abilities, and Other Characteristics
Working knowledge of Windows-based computers. Working knowledge of Microsoft suite, especially MS Word, MS Excel, and Adobe.
Preferred
Project management certification (e.g., PMP, Scrum Master) or equivalent.Experience with government contracts or federal/state/local compliance regulations.Familiarity with cloud-based help desk solutions and remote service delivery.Experience with help desk software (e.g., ServiceNow, Zendesk, Jira Service Desk).Experience with performance management tools and reporting systems.
NECESSARY PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Employee must maintain a constant state of mental alertness at all times. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about.
DOT COVERED/SAFETY-SENSITIVE ROLE REQUIREMENTS
This position is not subject to federal requirements regarding Department of Transportation “safety-sensitive” functions.
WORK ENVIRONMENT
Work Environment characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of this job.
The job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work described herein is primarily in a modern office setting.
SUPERVISORY RESPONSIBILITIES
No supervisory responsibilities.ADDITIONAL QUALIFYING FACTORS
As a condition of employment, you will be required to pass a pre-employment drug screening and have acceptable background check results. If applicable to the contract, you must also obtain the appropriate clearance levels required and be able to obtain access to military installations.
Shareholder Preference
BSNC gives hiring, promotion, training, and retention preference to BSNC shareholders, shareholder descendants and shareholder spouses who meet the minimum qualifications for the job.
Bering Straits Native Corporation is an equal opportunity employer. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender, or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law.
Equal Opportunity Employer/Veterans/Disabled
We participate in the E-Verify Employment Verification Program. We are a drug free workplace.
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