Similar Jobs
See allCustomer Service Operations Manager
Muvr
Philippines
Customer Support
Operations
Process Improvement
Manager, Global Helpdesk & End‑User Services
J.S. Held
Global
IT Support
ServiceNow
Intune
Business Operations Analyst I
Dudek
US
ServiceNow
Zendesk
Jira
New Manager, Solution Services
Smartsheet
Costa Rica
Professional Services
Customer Management
Project Management
Solutions Operations Manager
Vanta
US
Program Management
Revenue Operations
Analytical
Team Leadership and Development:
- Directly supervise two subcontractors/Junior Analysts, providing regular feedback and prioritization decisions.
- Foster a customer-first team culture grounded in responsiveness, accuracy, and professionalism.
- Conduct regular one-on-ones and team check-ins to monitor workload, morale, and performance against service standards.
SOP Development and Case Management Standards:
- Develop, document, and maintain comprehensive SOPs governing all aspects of Tier 1 HAM help desk operations, including ticket intake and resolution workflows.
- Ensure SOPs are communicated, understood, and consistently applied by all team members.
- Periodically review and update SOPs to reflect changes in platform functionality, stakeholder needs, or lessons learned.
Voice of the Customer (VoC) Analysis and Continuous Improvement:
- Administer, collect, and analyze pre- and post-implementation VoC surveys from Supply Chain Management and IT stakeholders.
- Synthesize VoC findings with case management trends to develop a holistic picture of the end-user experience.
- Partner with VA Product Owners and the Project Lead to present recommendations on improvement initiatives.
Kentro
IT Concepts dba Kentro is dedicated to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities. They are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.