CCaaS Shift Lead - Help Desk/Desktop support | Baltimore, MD Onsite | Contract W2 only

CCaaS Shift Lead - Afternoon Shift

Baltimore, MD Fully Onsite | Contract W2 only

Description of Work:

• Manage the ticket queues for the Tier 1 and Tier 2 CCaaS (AWS Connect) application support team.
• Provide guidance and assistance to Tier 1 and Tier 2 resources as needed.
• Provide a daily summary (reports through the ServiceNow ITSM) to the customer and technical leads with information on any highlights or issues that may need potentially have bigger impacts.
• Provide recommendations on tasks that may be handled by the Tier 1 and Tier 2 resources.
• Provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 and Tier 2 resources) to log issues and requests in ServiceNow IT Service Manager.
• Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.
• Triage requests to ensure accurate transfers and escalation of customer requests or issues.
• Provide off-hour emergency support as needed.

Basic Qualifications: Minimum knowledge, skills, abilities needed.

• 3+ years of Help Desk/Desktop support experience.
• 3 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
• 2 years of experience as a Team Lead for a Help Desk support team.
• 2 years of experience providing Tier 2 IT support services to customers.
• 2 years of experience using ServiceNow application for logging tickets and requests.
• Must have strong communication and customer service skills
• Good Interpersonal skills that demonstrate the ability to communicate with customers.

Preferred Qualifications: Candidates with these skills will be given preferential consideration.

• Bachelor's Degree and 3 years of experience, master's degree and 1 year of experience OR 7+ years of experience in lieu of a degree.
• Experience as a Help Desk team lead.
• Experience providing guidance, orientation and training on processes, procedures and systems supported by the team.
• Experience with using ServiceNow IT Service Management.
• Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
• Strong understanding of IVR terminology and services.
• Must be able to obtain and maintain a Public Trust. Contract requirement.

About Next Gen Software Solutions LLC:

Next Gen Software Solutions is a trusted provider of IT Staffing and consulting services dedicated to empowering businesses with cutting-edge technology solutions and exceptional talent. We specialize in delivering tailored IT consulting services, innovative software solutions, and connecting businesses with highly skilled IT professionals. Founded and led by a dedicated U.S. Army solider, Next Gen Software Solutions is deeply rooted in the core values of integrity, discipline, commitment, and experience-principles that guide every aspect of our operations.

Equal Employment Opportunity Statement:

Next Gen Software Solutions LLC is an Equal Opportunity Employer. We are committed to fostering an inclusive and diverse workplace where all employees and applicants are treated respect and dignity. We do not discriminate based on race, colour, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, genetic information, veteran status, or any other legally protected characteristic under applicable federal, state, or local laws.