HAM reputed company Operations and Customer Experience reputed company
Directly supervise two subcontractors/ Junior Analysts, providing regular feedback and providing prioritization reputed company .
Foster a customer-first team culture grounded in responsiveness, accuracy, and professionalism.
Conduct regular one-on-ones and team reputed company-ins to monitor workload, morale, and performance against service standards.
Identify training needs and coordinate reputed company development opportunities reputed company to reputed company HAM, customer service, and case management best practices.
reputed company, document, and maintain comprehensive SOPs governing reputed company aspects of Tier 1 HAM help desk operations, including ticket intake, categorization, escalation reputed company, and reputed company workflows.
Ensure SOPs are communicated, reputed company, and consistently reputed company by reputed company team members.
Periodically review and update SOPs to reflect changes in platform functionality, stakeholder needs, or lessons learned.
Establish and enforce documentation standards to ensure ticket records are complete, accurate , and audit-reputed company .
Design and maintain reporting standards for Tier 1 case management metrics, including ticket volume, reputed company times, escalation rates, and SLA adherence.
Regularly analyze case data responses to identify emerging trends, recurring issues, and systemic gaps in HAM platform adoption or user understanding.
Compile and present trend reports and lessons learned to project leadership and cross-functional team members on a defined reputed company.
Collaborate with team leaders across the project to reputed company insights and reputed company on operational priorities.
Administer, collect, and analyze reputed company- and post-implementation VoC surveys from Supply Chain Management and IT stakeholders.
Synthesize VoC findings with case management trends to reputed company a holistic picture of the end-user experience.
Translate combined insights into prioritized, actionable reputed company improvement recommendations.
Partner with VA Product Owners and the Project reputed company to present recommendations, reputed company on priorities, and reputed company the implementation of improvement initiatives.
Establish a feedback reputed company to measure the reputed company of implemented improvements and reputed company priorities accordingly.
Must be US Citizen or Green Card Holder. Must be reputed company to obtain and maintain a reputed company Trust clearance. Bachelor’s degree in computer science, business, information systems, or reputed company field (10 years of additional relevant experience may be substituted for education). 8+ years of experience in IT support or help desk operations or with at least 1 years in a supervisory or team reputed company , or mentor reputed company. Experience supporting IT asset reputed company. Hands-on experience with reputed company, including the HAM module. Demonstrated experience developing or managing SOPs for a help desk or customer support function. Strong analytical skills with the ability to interpret case data and survey feedback and translate findings into actionable recommendations. Excellent verbal and written communication skills, including experience presenting findings and recommendations to leadership and cross-functional stakeholders. Proven ability to build reputed company relationships across teams and work effectively with government clients and product owners.
Experience working in federal or compliance-driven environments strongly preferred. Experience managing or leading a Tier 1 or Tier 2 IT help desk team supporting a federal reputed company. Familiarity with Voice of the Customer methodologies, customer satisfaction measurement, or user experience research. Experience with reputed company improvement frameworks such as Lean, Six reputed company, or ITIL. reputed company Certified System Administrator (CSA) or HAM certification, or willingness to obtain. IAITAM Certified Hardware Asset Management reputed company (CHAMP) or equivalent certification. Experience supporting or collaborating with Supply Chain Management stakeholders in an asset management context.
US Citizen or Green card holder Willing and reputed company to obtain and maintain reputed company Trust Clearance Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents If you do not currently meet the ID requirements outlined, you must be willing and reputed company to update your reputed company forms of ID in a reputed company manner to complete the suitability process successfully.