Tier 1 Lead

Tier 1 Lead

02 Sep 2022
District of Columbia, Washingotndc, 20037 Washingotndc USA

Tier 1 Lead

Vacancy expired!

Tier 1 Lead

This is a full time position responsible for overseeing all processes comprising Tier 1 day-to-day operations including initial contacts, triaging, prioritizing, queue management, escalation, ticket resolutions and knowledge management

The Tier 1 Lead is responsible for achieving high quality Tier 1 operations striving to meet

Service Level Agreements resulting in high customer satisfaction levels. Proactively prepares for

and manages peak volumes while coordinating temporary/emergency assistance from additional

team members. Works with the Service Desk Manager to improve customer service standards on

Tier 1 through communication techniques, work instructions, training, and dashboards. This

position is responsible for the interaction and engagement with the federal


Responsibilities include, but are not limited to:

Leads Tier 1 team daily operational job duties and responsibilities, providing senior level

guidance on technologies, procedures, and service quality standards for Tier 1;

Monitors phone queues and call wait times and adjust staffing accordingly;

Enters tickets into the Service Now system and perform queue management. Prioritize and

evaluate call tickets in the system ensuring tickets are managed correctly. Monitors call

volume and call data to ensure all activities are properly documented and escalated;

Oversees the work and all processes related to Tier 1 and other staff temporarily assigned

to support Tier 1 during peak call volume and production deployments. Provides ongoing

quality assurance and feedback;

Manages onboarding of new team members. Facilitates technology, applications,

procedures, and quality standards training for the Tier 1 team. Collaborates with Tier 2 to

ensure proper escalations, smooth transition and follow through on Incidents and requests;

Leads communication with customers regarding call status of open and closed calls. Leads

the follow-up with customer to assess customer satisfaction level on open and closed calls.

Tracks and coordinates the aging of open calls in the system with a variety of team leads

across workgroups, under guidance from the Service Desk Manager;

Leads communications, ensuring that customers receive updates on service issues through

a variety of means (email, phone, Teams, etc.) Coordinates the creation and delivery of

appropriate messaging regarding system outages in a timely manner, with collaboration

with the Service Desk Manager and other IT Management;

Ensures that incidents are appropriately escalated through the Service Desk teams and

appropriate subject matter experts are being consulted during the troubleshooting


Ensure Tier 1 follows VIP and other special project support services; and

Consult with the Service Desk Manager to coordinate staff schedules and time off requests

to ensure that Tier 1 has adequate staff to meet user needs under normal conditions.


Minimum of three (3) years experience in help desk lead position in an organization.

Demonstrated experience managing Tier 1 operations and personnel. Supervisory experience preferred;

Intermediate operating knowledge of and experience with personal computers, peripherals

and operating systems. Advanced computer troubleshooting, analysis, critical thinking and

problem-solving skills;

Intermediate knowledge of Active Directory, ServiceNow (or similar tools) and experience

creating and analyzing reports;

Ability to manage multiple tasks with frequent interruptions occasionally in urgent


Ability to keep up-to-date technically and apply new knowledge to the role. Includes

adapting to and mastering new system applications and processes as implemented by


Ability to stay current, follow and promote CFPB, infrastructure and building policies.

Ability to maintain current CFPB standards and training in the areas of data quality, data

privacy, and cyber-security with respect to staff, contractor data, and related information

systems; and

Ability to communicate, interact and work effectively and cooperatively with all people,

including those from diverse ethnic and educational backgrounds in all levels of an


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