Tier II Help Desk Task Lead

Job Title: Tier II Help Desk Task Lead

Location: Remote

Duration: Long Term Contract

Role Description: 

AFS is seeking an experienced Tier II Help Desk Task Lead with a strong track record of delivering high caliber results with high client satisfaction. The successful candidate must be energetic, communicative, intelligent, passionate, and motivated, and will have experience in triaging technical support tickets. Superior communication and collaboration skills are essential to this role. The ideal candidate will have a knowledge of client and Community Care, as well as ServiceNow. This role requires passion and commitment to supporting the client in meeting the needs of their audience and their families. The position is fast paced on a complex, highly technical project requiring both hard and soft skills and focused dedication. The role will report to the Sr. Program Manager and will need to work and collaborate closely with the project team to include application development partners and the customer.

Key Responsibilities:

• Manage and lead a team of Tier 2 support technicians in a 24/7 Tier 2 support desk.
• Work with client Tier 1 Enterprise Service Desk (ESD).
• Interface with ESD ServiceNow system.
• Work with and address all Tier 2 tickets in a timely and efficient manner supporting SLA requirements.
• Triage, prioritize, manage, and report on help desk tickets/resolutions.
• Deliver timely, prompt assistance to end users when requested.
• Coordinate receipt response regarding the tickets to the end user.
• Provide resolution guidance to the user within the response time window.
• Collaborate across the team as needed for assistance.
• After thorough analysis, if the issue remains and is regarded as a defect, enhancement, or functional issue, follow the escalation process to assign to Tier 3.
• Be an advocate for our customer stakeholders and the ultimate beneficiaries of our solution.
• Interact effectively and professionally with clients, stakeholders, partners, sub-contractors, and vendors recognizing you will be the face of AFS in many conversations.
• Author or provide input to SOPs and other Knowledge Capture development to support help desk services and management.
• Other duties as assigned by project leadership.

Required Qualifications:

• 5 years relevant experience.
• Bachelor’s degree in computer science, electronics engineering or other engineering or technical discipline.
• 8 years of additional relevant experience may be substituted for education.
• Experience in evaluating alternative approaches and selecting optimal approaches.
• Candidates that do not meet the required qualifications will not be considered.

Additional Minimum Qualifications:

• Ability to multi-task and quickly adapt to changing priorities.
• Outstanding written and verbal communication skills.
• Solid interpersonal skills and demonstrable team building skills.
• Self-starter that can work under general direction in a highly collaborative, team-based environment.
• A team player and a consistent, dependable performer, with an excellent work ethic, and a flexible “can-do” attitude.
• Must have excellent communication, analytic, problem solving, and customer service skills.
• Able to manage multiple competing deadlines.
• Proficiency with MS Office Suite, MS Teams, MS Project, and SharePoint.
• Availability to work flexible hours, including some evenings and weekends as required.
• .
• Proficiency and effectiveness in using collaboration tools such as Teams.

Preferred Qualifications:

• ServiceNow application experience is preferred.
• Power BI application experience is preferred.
• Knowledge of client Community Care program and systems.

Education Level : Bachelor’s degree in computer science, electronics engineering or other engineering or technical discipline