Helpdesk Supervisor

Helpdesk Supervisor

Join us at Sparksoft, where we're not just another tech companywe're a catalyst for change. Our mission isn't just to offer IT solutions; it's to revolutionize the way you work. Here, passion isn't just a buzzword; it's the fuel behind groundbreaking ideas and transformative technologies. We serve a wide range of government clients, delivering impact that's felt across the nation.

Our true strength lies in our people. They're the problem-solvers and innovators consistently delivering extraordinary outcomes. With Sparksoft, you're not stepping into a routine job; you're joining a team committed to innovation and excellence. Our innovation extends beyond just delivering projects. Through our specialized Innovation Centers, we continuously refine our methods, ensuring we remain industry leaders.

We are Sparksoft!

Role & Responsibilities :

Provides supervisory oversight of Tier 1 personnel Service Desk Representative

Prioritize tasks to handle supervisor escalations and prepare to handle Tier 1 incoming calls during AHOD scenarios, or as needed.

Operate to meet the client provided key performance indicators, monitor and report on performance level metrics weekly, monthly, quarterly, and annually.

Record and monitor every customer inquiry throughout the lifecycle, accountable for tracking every ticket (from calls, emails, incidents, and inquiries) logged by the team from the entry of the ticket to the disposition of the reported incident.

Collect, analyze, maintain, create, store, and share organizational knowledge and information to enhance efficiency and minimize the need to rediscover existing knowledge.

Review, update, and maintain SOPs, plans, and guides detailing stakeholder interactions with the helpdesk team.

Monitor and evaluate agent performance, providing coaching and taking corrective action, if necessary.

Assess helpdesk operations to identify areas for improvement. Track performance trends and develop actionable insights.

Supports and coaches team members with effective methods to research, troubleshoot, and deliver resolutions.

Collaborating with other supervisors and management to support agents and maximize customer satisfaction.

The ideal candidate must demonstrate a high level of commitment and flexibility, with the ability to work and support a dynamic shift schedule.

Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.

Develop daily, weekly, and monthly reports on help desk team's productivity.

Home Office Requirements :

Access to LAN (wired connection / ethernet)

Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net)

Private work area and adequate power source

Required Experience :

2 years of experience supervising and managing service desk representatives.

2 plus years of experience direct supervision of Tier 1 customer service representatives.

5 plus years of experience supporting a service desk or call center operation.

Experience with ServiceNow / Jira / Confluence.

Candidates must be able to obtain and maintain a public trust clearance.

Candidates must have lived in the United States 3 out of the past 5 years.

Preferred Experience :

Hands-on experience with cloud-based customer engagement platforms or omnichannel contact center solutions.

Familiarity with IVR configuration, call routing logic, and ACD systems within enterprise-level service environments.

Experience working with automated call distribution and interactive voice response IVR systems, including reporting and performance analytics tools.

Understanding of customer experience workflows and integration between telephony and CRM platforms.

Exposure to contact center performance dashboards, quality monitoring tools, and workforce optimization systems.

Education & Certifications :

Bachelor's or associate degree

What We Offer :

At Sparksoft, we know that people do their best work when they feel supported, inspired, and connected. That's why we've built a workplace that balances comprehensive benefits with a culture of collaboration and innovation. From flexible time off to professional growth opportunities, we're committed to helping you thrive both inside and outside of work. When you join Sparksoft, you'll enjoy :

• Competitive compensation and a 401(k) with employer contributions to help you plan for the future
• Flexible paid time off and hybrid ways of working that support true work-life balance
• Comprehensive health coverageincluding medical, dental, vision, life, and disability insurance
• A curated in-office experience designed to foster community, team connections, and innovation
• Opportunities to give back through Sparksoft Cares, including annual company-wide fundraising events
• Training and development programs that build new skills and prepare you for leadership roles
• A collaborative, transparent, and fun culturerecognized as a Great Place to Work

Accessibility and Accommodations : Sparksoft Corporation is committed to providing equal employment opportunities to all individuals. If you require accommodations during the application or interview process, please contact us at Sparksoft.Accommodations@sparksoftcorp.com or call 410-424-7700. Requests are reviewed and fulfilled on a case-by-case basis.

Security Notice : Your privacy and data security are important to us. Sparksoft Corporation will never request sensitive personal information via email. If you receive any suspicious communication claiming to be from Sparksoft, please report it immediately to our security team at abuse@sparksoftcorp.com.

Artificial Intelligence (AI) Policy : While Sparksoft recognizes the value of artificial intelligence in the workplace, our hiring process is designed to assess each candidate's individual skills, judgment, and problem-solving abilities. To maintain the integrity of this process, the use of AI tools at any stage of the application or interview is strictly prohibited. Violations of this policy may result in disqualification from consideration.