Help Desk Manager

 

Security Clearance required:

Public Trust

Cognosante is on a mission to transform our country’s healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people’s lives today!

Job Description
The Help Desk Program Manager is responsible for the day-to-day management of a large-scale telehealth help desk in support of the Department of Veterans Affairs. The Help Desk Program Manager manages, directs, training and coordinates the activities of 100+ employees providing technical help desk support to telehealth products and tools.

Hiring for this position is contingent upon Cognosante receiving an award.

Key Responsibilities

• Responsible for identifying and meeting customer business objectives, leading team members, and working in a collaborative environment to ensure customer success
• Oversees management of large contact center with over 100+ technical help desk agents
• Expands staffing of contact center to accommodate a significant annual surge in volume
• Ensure all projects have timelines and project teams have clear goals, objectives, and milestones Effectively communicates operational status, critical path activity timing, resource requirements, and risks as appropriate
• Manages subcontractors and company employees
• Ensures continual and effective communication with the program team
• Meets all service level agreements and other performance standards
• Develops solutions to complex issues that require a high degree of ingenuity, creativity, and innovation
• Ensures that effective collaboration and communication takes place across the team
• Identifies and helps resolve resource constraints and/or conflicts that affect multiple tasks within the program
• Arranges priorities as necessary to perform tasks
• Establishes / complies with best practices and processes across program operations
• Supports the continual implementation of process improvements
• Conducts performance reviews, monitors productivity, and assesses quality of team personnel
• Creates and sustain a culture that encourages high performance of individuals and teams
• Reviews operational data and develops / implements action plans to address deficiencies
• Resolves any issues causing delays and/or problems on the project
• Performs all duties as assigned within Cognosante policy and procedures
• Completes other tasks as assigned

Required Qualifications

• Masters’ degree or equivalent experience
• Minimum 6 years relevant experience managing a technical service desk of a similar scale, scope, and complexity
• PMP certification

Candidates that do not meet the required qualifications will not be considered.

Additional Minimum Qualifications

• Ability to work at both a strategic and hands-on operational level
• Must be a team player and a consistent, dependable performer with an excellent work ethic, flexible “can-do” attitude, and a results-driven commitment to success.
• Strong written and verbal communications skills.
• Demonstrated ability to communicate and interact effectively with senior levels of internal and external organizations.
• Excellent presentation skills with the ability to represent Cognosante business capabilities.

Compensation

$88,585.15 - $146,170.80

The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may will be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee.

Cognosante will not provide sponsorship for employment-based immigration benefits for this position.

Like many other growing companies, Cognosante has been targeted by scammers attempting to make fraudulent job offers to potential candidates. Communication from Cognosante recruiting will only be sent with an official corporate domain email (e.g., @cognosante.com or @accurate.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at

jobs@cognosante.com

. Thank you.

Cognosante is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

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