Overview
Skills
Job Details
Greetings!
This is Rakesh from Last Word Consulting Inc. found your profile on the job portal. Please share your updated resume if available and interested.
No. | Position | Duration | Location |
01.) | Service Desk Agent | Long-term Contract | San Diego, CA/ Dallas, TX (ONSITE) |
02.) | Service Desk Lead | Long-term Contract | San Diego, CA/ Dallas, TX (ONSITE) |
03.) | Service Manager Service Desk | Long-term Contract | San Diego, CA/ Dallas, TX (ONSITE) |
Position 1:
Job Title: Service Desk Agent
Location: San Diego, CA/ Dallas, TX (ONSITE)
Duration: Longterm Contract
Job Summary:
- We are looking for experienced, customer-focused Contact Center Representatives to join a flexible and collaborative support team serving a critical public sector department.
- This is a high-impact, front-line role designed to provide responsive, empathetic, and technically informed assistance to residents and internal users.
- This role is ideal for individuals who are adaptable, tech-savvy, and committed to delivering service excellence during a major transition phase.
Required skills:
- Experience in a customer-facing technical support or contact center role.
- Working knowledge of Salesforce, Jira, or similar CRM/ticketing platforms (training support available).
- Strong communication, active listening, and troubleshooting skills.
- Ability to thrive in a fast-paced, high-volume support environment.
- Strong ownership mindset and willingness to adapt to changing support demands.
Position 2:
Job Title: Service Desk Lead
Location: San Diego, CA/ Dallas, TX (ONSITE)
Duration: Longterm Contract
Job Summary:
- We are seeking a proactive and experienced Contact Center Lead to oversee the day-to-day operations of a dynamic resident support team.
- This role will require close coordination with internal technical teams, customer stakeholders, and fellow agents to ensure service excellence and continuity during a transitional phase.
- The Lead will be responsible for mentoring agents, tracking performance metrics, and acting as a key point of escalation while adapting to evolving operational requirements.
Required skills:
- 4 6 years of experience in a contact center or technical support environment, with 1 2 years in a lead role.
- Strong knowledge of CRM/ticketing tools like Salesforce, Jira, or equivalent.
- Excellent verbal and written communication skills.
- Ability to manage shifting priorities in a fast-paced, high-volume environment.
- Proven team leadership and conflict resolution abilities.
Position 3:
Job Title: Service Manager Service Desk
Location: San Diego, CA/ Dallas, TX (ONSITE)
Duration: Longterm Contract
Job Summary:
- We are hiring a Service Desk Service Manager to oversee and ensure delivery of high-quality, SLA-bound IT support services for a major government or public-sector client.
- This role will involve governance, reporting, stakeholder communication, vendor coordination, and continuous service improvement, with a strong focus on agility and adaptability in a dynamic environment.
- The Service Manager will act as a
Requirements:
- 6 10 years of IT service desk or contact center experience, with 3+ years in a managerial role.
- Demonstrated success managing service delivery in a public sector or government client environment preferred.
- Strong knowledge of ITIL processes, SLA frameworks, and customer success metrics.
- Experience with tools such as Salesforce, Jira, ServiceNow, or equivalent.
- Excellent stakeholder communication and reporting skills.
Thanks & Rgds,
Rakesh Bharti
Last Word Consulting Inc.
Email:-