AI Help Desk Manager

Great opportunity in a rapidly expanding new government program supporting AI initiatives

The Help Desk Manager oversees day-to-day contact center operations to ensure consistent achievement of service levels, quality metrics, and customer satisfaction in a highly regulated environment. This role directs supervisors and agents, aligning workforce, processes, and technology with organizational policies and mission-critical performance targets. The manager analyzes operational data and budget performance to optimize staffing, call flows, and cost efficiency while maintaining compliance with contractual requirements, partnering with senior leadership to translate strategic objectives into actionable operational plans.#cjpost

Key Responsibilities

• Design and refine operational strategies, workflows, and standard operating procedures for multi-channel contact center environments supporting enterprise customer service operations.
• Monitor real-time and historical performance data including service levels, handle time, adherence, and quality scores, implementing corrective actions to protect customer experience and contractual key performance indicators.
• Manage frontline leaders and agents through coaching, performance management, and workforce planning aligned to forecasted volume and budget constraints.
• Oversee incident escalation and service-recovery practices for high-impact customer issues in mission-critical systems, ensuring rapid resolution and stakeholder communication.
• Collaborate with technology and analytics teams to routing rules and reporting capabilities to improve operational efficiency and scalability.
• Ensure compliance with organizational policies, quality standards, and audit requirements in a highly regulated government environment.
• Develop and manage operations budgets, tracking cost trends and identifying savings opportunities without degrading service quality.
• Build and maintain working relationships with team members, vendors, client stakeholders, and other departments to support seamless contact center operations.

Required Qualifications

• Bachelor's degree or equivalent relevant experience in Business Administration, Management, or a related field.
• 7–10+ years of progressive contact center leadership experience, including direct supervision of teams and responsibility for operational outcomes.
• Candidates must be a US citizen with the ability to obtain a secret security clearance
• Demonstrated experience managing contact center operations with proven success in achieving service level agreements, quality metrics, and customer satisfaction targets.
• Strong analytical and problem-solving skills with the ability to interpret performance data and implement data-driven operational improvements.
• Proven leadership abilities including organizing, planning, scheduling, and coordinating workloads to meet established deadlines and performance standards.
• Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.

Preferred Qualifications

• Experience with enterprise contact center platforms such as Genesys, Five9, NICE, or Cisco, and associated reporting tools.
• Background managing outsourced or vendor contact center relationships under service level agreements.
• Knowledge of ITIL framework and processes applied to customer service operations.
• Prior experience in government or highly regulated civilian workforce environments.#cjpost