Call Center Deputy Manager

IntelliDyne, LLC
parental leave, paid time off, 401(k)
United States, Virginia, Falls Church
Mar 13, 2025
Deputy Call Center Manager Location: Falls Church, VA Status: Exempt Clearance: Secret About the role IntelliDyne is seeking a highly motivated and experienced Call Center Deputy Manager to lead our team in Falls Church, VA. As the Call Center Deputy Manager, you will be responsible for providing Tier I IT leadership, network and first base contact support to our federal, active duty and contract employees. To be successful in this role, you will need to be able to operate in a fast paced environment with minimal supervision. This position will allow the right candidate the opportunity to establish best practices for service engagement in a technical environment. We are looking for a resource who can work well both independently and in teams to solve challenging IT support issues while maintaining coverage and high visible phone volumes. If you are a great troubleshooter who can see above the fray and identify improvement opportunities with a knack for impressing the client, you will find a home with IntelliDyne in this position. Responsibilities: Bachelor's degree in IT or equivalent education and experience desired Minimum of 4+ years of experience in the IT field Minimum of 3+ years of previous Help Desk experience Minimum of 2+ years leading a team of employees Active DOD Directive 8570 compliance certification at IAT Level II is required (such as Security+) Active DOD Secret clearance or higher Familiar with Windows 10 & 11 and all standard MS Office software systems including MS Visio & Project Has ability to work in high stress environment as an individual and as a part of a team Possess excellent written and verbal communication skills Demonstrated ability to go above and beyond, and work in team environment with minimum supervision and direction Initiative and integrity are required for this position as well as strong multitasking and prioritization skills Understanding of SLAs and how to generate reports Qualifications: Assist with leading and providing necessary direction for the Call Center Team Interfaces with clients daily Support the development of additional IntelliDyne business Generate Weekly Call Center report and compiling data for management Work directly with Call Center team and clients to resolve technical incidents and network related issues Monitor and track Service Now tickets to ensure that Service Levels are met and high quality customer service is maintained Prioritize Service Now tickets to maintain and optimize all available resources Coordinate with team to ensure rapid response times and follow-up with customers Ensure that all VIP calls are responded to immediately Assists VIP's with problems and special requests Develop professional working relationship with customer to better understand business needs Identify problem trends and work with Management and Problem Management to develop solutions Serve as a point of escalation for users requiring additional assistance or special needs Maintain, develop, and organize the Knowledgebase for the Call Center Provide oversight of the Call Center Team Cover PTO scheduling and assist with managing of shifts for the Call Center Develop the training material guidelines and provide training oversight for new hires Coordinate with Management on leave scheduling of Call Center Team Process customer orders, prepare correspondence, and fulfill customer needs to ensure customer satisfaction Run ticketing reports to determine monthly ticket numbers and agent performance Provide technical support to end users on a variety of issues Identify, research, and resolve technical problems Assist Call Center team with responding to telephone calls, email and personnel requests for technical support Update and develop CAC policies and procedures Maintain and/or develop CAC Intranet, Public Folders, Knowledgebase, FAQs, POC list, user lists, or other data collections related to the CAC representative responsibilities and job functionality Run reports and solicit feedback to manage team regarding soft skills and technical skills to improve overall effectiveness Identify and request training to develop skills that would improve personal capabilities to assist Call Center in achieving its mission Coordinate and consult with Customer, Engineering, Deskside Manager, vendors and team members to meet project requirements Advise management of potential risks that may have impact on customer base and operating environment Meet with the team to discuss performance, trending network issues, and company information Perform agent evaluations and monitor performance. Recruit new staff and schedule existing staff to meet service level objectives Interview and hire staff. Assess needs/plan ahead Develop schedules with agents each month to ensure call center objectives are covered Work with management on refining and scheduling appropriate training sessions Develop training documents that support call center operations Create residual training processes to foster growth Assist clients with hardware and software support via telephonically Work with Problem Management to identify problem trends and network issues Ensuring tasks assigned by management is completed and documented Will be required to act as the Entitlement Manager for the DHA Enterprise Familiar with Windows 10 and all standard MS Office software systems including MS Project and Visio About Us IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance. Our Benefits Inclusive and supportive work environment Competitive compensation package Professional growth through annual subsidy for trainings, certifications, professional memberships as well as mentorships and job shadowing Medical, dental, vision, 401(K) with company match Flexible Paid Time Off Program, 11 holidays, paid parental leave, military leave, and government shutdown leave Rewards and recognition through peer awards, service year awards, spot bonuses, and annual company awards Wellness and mental health benefits Commuter benefits Flexible work options Our Commitment to Diversity and Inclusion We are committed to honoring diversity, equity, inclusion and accessibility in our hiring practices. IntelliDyne is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact staffing@intellidyne-llc.com or 703-575-9715.