Help Desk Manager (Key Personnel)

The Help Desk Manager shall have overall deliveryresponsibility of the tasks and activities to include Contractor teamperformance and issue resolution. The Help Desk Manager shall factor in allinputs to derive a recommended approach based on factors includingprioritization and subject matter expertise, technical and businessinformation, risk management, and industry best practices. The Help DeskManager must be a full-time employee of the prime Contractor at the time ofaward and shall not serve in any other capacity under this contract.

The Help Desk Manager responsibilities include, but notlimited to:

•             Consultswith and advises the Government concerning requirements, risks, issues, projectplans, schedules and required program resources.

•             Responsiblefor formulating and enforcing work standards, assigning Contractor schedules,reviewing work discrepancies, supervising Contractor personnel, andcommunicating policies, purposes, and goals of the organization tosubordinates.

•             Assistwith internal and external communication, improving transparency, and radiatinginformation.

•             Assistwith prioritization and resolution of conflicts, as requested.

•             Participateproactively in developing and maintaining team standards, tools, and bestpractices.

•             Workingwith the Federal Leads, identify and remove impediments, prevents distractions.Facilitate discussion and conflict resolution.

Required Education Requirements: Bachelor’s Degree and specializedexperience in managing operations and/or programs for a multi-tier/level CallCenter required.

Current Project Management Professional (PMP) and HDICertifications are required 30 days after TO award.

Experience Requirements: In addition to the educationalrequirement, The Help Desk Manager shall also have a minimum of ten (10) yearsof experience in project and/or operation management within a multi-tier/levelCall Center of like complexity.

Acceptable specialized management experience shall also include:

•             ConductingCall Center studies and analyzing the findings to make recommendations for afunctional operation and/or program

•             Experiencewith:

o             Qualitativemethods and quantitative analytical techniques

o             Organizationaland work processes relationship

o             Administrativesupport activities related to performing a wide variety of analytical studiesand projects

o             Projectand management improvement, productivity improvement and management controls

o             Long-rangeplanning including developing guidance on techniques for management and methodsimprovement, analyzing and advising on proposed reorganizations or realignmentof functions, and developing manuals and directives covering varying aspects ofoperations

o             Planningand executing strategies to enhance productivity and efficiency throughout acall center

o             Conductingcomplex response center statistical analysis, identifying trends, andimplementing required improvements, which translate into measurable operationalimprovements

Additional Required Knowledge and Skills:

•             Abilityto communicate effectively, both orally and in writing

•             Abilityto conduct comprehensive research and analysis

•             Abilityto develop point papers, briefing materials, and to make oral presentation ofthese materials to all levels of management

•             Abilityto educate and inform senior management and Federal staff on variousalternatives

•             Abilityto provide clear leadership, technical direction, and guidance to all levels ofSEVP personnel

•             Abilityto review, synthesize and prepare highly technical, sensitive, and complexdocuments, briefing materials, management directives and correspondence

•             Abilityto adapt to changing environments and to apply creative solutions to variouschallenges

•             Abilityto demonstrate knowledge and understanding of Call Center operations includingcall routing and management technologies ACD, IVR Web, Chat, Email, SocialMedia, SMS/Text, Mobile, Fax, Phone and Mail), workforce management systems,knowledgebase systems, quality assurance applications, and businessintelligence software