Customer Service Help Desk Supervisor - Remote

Customer Service Help Desk Supervisor - REMOTE

Capitol Bridge, PR, is currently seeking a dynamic and experienced individual to join our team as a Customer Service Help Desk Supervisor to remotely support an important government project. As a leading organization, Capitol Bridge provides top-tier services while prioritizing security and compliance. The chosen candidate will play a pivotal role in leading and overseeing the Help Desk team and agents, ensuring efficient and effective support for our operations. If you thrive in a challenging and dynamic environment and possess the expertise to lead a Help Desk team while understanding the importance of adhering to high-security standards, we encourage you to apply. Join us in shaping the future of Capitol Bridge. This position is successful upon completion of Security and Government Background Requirements.

Salary: $50,000 to $60,000 annually based on experience
Must be located in the El Paso, Texas or Weston, Florida Area

Hours of Operations – The Remote Help Desk Supervisor will align to an operations schedule that best fits the business, employees’ and projects’ needs.

*Must be flexible with all schedules and be able to work weekends and holidays if needed.

**Please note that all schedules are subject to change due to business needs.

Excellent Benefits Plan Includes:

· Health Insurance- medical, dental, vision & pharmacy benefits. (Employer contribution included)

· Company sponsored Life Insurance.

· 401K Retirement plan.

· Vacation Leave and Sick Leave dictated by PR Labor Law.

· Employee Assistance Program

· Paid Training

· Paid Holidays

Duties and Responsibilities

This position shall provide for the following skills and attributes:

· The Help Desk Supervisor shall be under direct supervision of the Help Desk Manager and shall interface with him/her regarding all performance, technical, or personnel matters.

· Supervise contractor personnel to ensure effective and timely processing of work assignments. Review the work completed by contractor personnel and ensure that procedures, operations, and directions issued by Contractor upper management have been complied with and satisfactorily implemented.

· Monitor the workflow to ensure minimum backlog and maximum productivity and shall prepare documentation regarding any performance deficiencies.

· At the discretion of Contractor upper management, the Help Desk Supervisor shall brief newly assigned personnel regarding duties and functions as assigned and monitor their progress.

· Coach and develop agents on team.

· Maintain time and attendance and production logs of each employee supervised and shall certify the accuracy of the …