Lead the IT service desk function so incidents and service requests are logged, prioritized, and resolved within agreed SLAs while maintaining strong customer satisfaction.
Act as the main escalation and communication point between end users, the service desk team, and other IT/service owners.
Manage daily service desk operations, including ticket queue management, workload balancing, shift cover, and monitoring SLAs/KPIs.
Red Cup IT, Inc. aims to provide timely, high-quality IT support and consistently meet service levels. We blend people management, IT service management best practices ITIL-based and continuous improvement of support processes.
Use our PSA/Ticketing System to manage and monitor all Client-facing activity.
Schedule and Assign the workload across our Team so they work efficiently.
Appropriately triage all service delivery board tickets according to CTS workflows and standards.
CTS delivers comprehensive IT solutions to meet the unique demands of mission-driven organizations, with expertise in supporting nonprofits and educational institutions. They are headquartered in Brooklyn, NY with 90+ employees across the US and several other countries, fostering a culture of growth, collaboration, and innovation.
Drive collaboration and coordination with cross-functional teams.
Track team progress and deliver detailed status reports, including KPIs and performance data.
Audit call and email communications to assess quality and accuracy; compile QA feedback summaries for management and training teams.
Natera is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other.
Oversee and manage a team of outreach and intake associates including training, onboarding and people management.
Ensure compliance with client and CMS standards across all workflows, ensuring quality of each caller interaction in alignment with Isaac Health’s standards.
Manage service level agreements (SLAs) and performance metrics including managing individual campaign staffing and reporting on KPIs.
Isaac Health aims to improve brain health at the population level by providing access to specialty brain health and dementia care services. Since launching in 2022, Isaac Health has scaled to provide services to more patients and families across the US.
Track action items, maintain documentation, coordinate across teams, and ensure deadlines are met.
Be proactive, structured, and comfortable operating independently in a fast-moving, cross-functional environment.
Support the Head of Operations and CEO as a project coordination and operations partner.
They are a globally distributed, remote-first company with over 70 team members worldwide and more than 15 years of experience operating remotely. The business supports luxury and high-end brands through technology-enabled manufacturing and e-commerce solutions.
Oversee daily operations of all technical departments.
Ensure SLA adherence and quality control.
Partner with Client Success on service reviews.
SugarShot is an information technology company with practice areas in Cybersecurity, IT Support and Professional Services. They are growing quickly, been honored on the Inc. 5000 3 years in a row, and have excellent opportunities for great people who are looking to make a real difference in the market place.
Act as the main point of contact for all client-submitted cases and ensure regular follow-up and continuous communication.
Quickly diagnose and resolve client issues while ensuring that KPIs are being met regularly.
Coordinate with the client's help desk team to ensure seamless communication and collaboration.
Datacor provides software solutions, including ERP, CRM, Asset Tracking, Simulation and Formulation, to the process manufacturing space. They aim to equip the industry with intuitive products that solve customers’ problems and help them use data as a competitive advantage.
Generate and maintain agent schedules based on business requirements.
Maintain and update WFM system data, including agent profiles, skills, scheduling rules, and shift bids.
Create and distribute recurring and ad-hoc scheduling reports for use by the WFM team.
The company focuses on workforce management solutions. They value teamwork and provide opportunities for their team members to give input and take on new challenges.
Provides routine oversight of Help Desk personnel.
Supports training, staffing coverage, and high-quality support for the Survey of Veteran Enrollees.
Serves as a primary point of contact for Veterans with questions, needs, or concerns.
Aptive partners with federal agencies to achieve their missions through improved performance, streamlined operations and enhanced service delivery. They support more than a dozen agencies including Veterans Affairs, Transportation, Defense, Homeland Security and the National Science Foundation and have over 300 employees nationwide.
Configure, maintain, and optimize Genesys Cloud WFM functionality.
Build and adjust forecasts based on historical data and business changes.
Monitor intraday performance and service levels; recommend corrective actions.
Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation, supporting digital transformation for some of the world's largest enterprises. They retain nearly 1000 full-time professionals, with a culture of Relentless Performance and an annual growth rate exceeding 25%.
Supporting an estimated 7 hours daily on telephonic support to our members and providers.
De-escalate situations by actively listening to members’ and providers' concerns and adopting a solution-focused approach.
Manage all things care coordination, including but not limited to: maintaining patient charts, rescheduling appointments, executing prescription authorization forms.
Spring Health is on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need. They partner with over 450 companies and provide care for 10 million people.
Utilize systems to create work orders for field operations based off of orders provided from channel partners.
Efficiently dispatch work orders to field personnel using systems, accounting for field staffing and time needed to complete orders.
Serve as the primary communication vessel between our customers, and our Velocare field personnel via phone, instant messenger, email, and platform messaging.
Cardinal Health is a distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for healthcare facilities. With more than 50 years of experience, Cardinal Health employs a diverse group of individuals.
Lead and support Customer Support Agents during live interactions.
Coach agents on communication, judgment, and case handling.
Monitor live ticket queues and ensure timely responses.
Heidi is on a mission to halve the time it takes to deliver world-class care. Built for clinicians, by clinicians, at the core of Heidi is its people and they are an eclectic bunch of inventors, builders, scientists, nurses, doctors, mathematicians, designers, creatives, and high-agency executors.
Provide telephone and email-based support for all users via an IVR system and using the ServiceNow ITSM.
Assist users with administrative configuration issues such as workstation troubleshooting.
Reset account passwords, security tokens, PINs, and provide account management support.
Jobgether is a platform where candidates can apply for jobs. They use an AI-powered matching process to ensure applications are reviewed quickly and fairly.
Manage and continuously improve customer support processes, ensuring clarity and adherence to governance standards.
Coordinate improvements to incident and change management processes, including communication and lessons learned.
Monitor and analyze support performance metrics, identifying trends, risks, and improvement opportunities.
Pismo provides a comprehensive processing platform for banking, card issuing and financial market infrastructure. Pismo's 500+ employees are located in more than 10 countries around the world and helps customers innovate and build the next generation of banking and payment solutions.
Conduct quality assurance audits and analyze performance trends.
Collaborate with team leads to coach agents and improve satisfaction.
Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. They work hand-in-hand with physicians and providers throughout California to provide comprehensive health care services, with increasing support and investment in the latest technologies.
Monitor real-time demand and key performance metrics.
Deploy resources according to plan and manage service levels.
Communicate workforce deployment and schedules updates.
Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Together, more than 20 million people have access to the combined company’s offerings and they are looking for teammates to join them in building their company and culture.
Engage homeowners in discussions about available services.
Maintain accurate records of customer interactions.
Angi connects homeowners with reliable pros for home service projects. With over 2,800 employees worldwide, they provide a platform that benefits homeowners, professionals, and employees alike.
Coordinate vehicle deliveries and logistics assignments, including resolving escalations and maintaining communication with stakeholders.
Manage inbound calls, tasks, chats, and other critical functions pertinent to the Logistics team.
Demonstrate adaptability to changes in the work environment and collaborate effectively with team members.
HONK is transforming the towing and roadside assistance industry by turning high-stress automotive moments into seamless, brand-enhancing experiences. They are a remote-first company embracing collaboration and flexibility, and committed to creating an inclusive environment for all employees.