Service Desk Supervisor (Remote)

Position Summary:

Are you a Service Desk Supervisor looking to positively impact millions of people? Our selected candidate will join a team of dreamers, drivers, and doers helping reshape federal healthcare IT.
 

Sparksoft is a fast-growing woman-owned small business that provides innovative technical solutions to the federal government. We are seeking a Service Desk Supervisor to help support an enterprise-level service desk that will aid in operations, customer service management, and case management for a large Federal Healthcare Agency. 

Responsibilities:

• Oversees the day-to-day operations of the help desk. 
• Supports and coaches team members on effective methods to research, troubleshoot and deliver solutions. 
• Trains team on processes, tools, and procedures required to document, track and resolve reported issues and to meet operational service levels and standards.
• Acts as escalation point for critical issues and facilitates a final resolution. 
• Contributes to the development of processes, procedures, training materials, KBAs and standards. Deliver the reports to internal and external stakeholders.
• 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.
• Operate to meet the CMS-provided Service Level Agreements, monitor and report on Service Levels metrics weekly, monthly, quarterly, and annually.
• Gather, analyze, maintain, create, store, and share knowledge and information within the CMS CCIIO organization to improve efficiency and reduce the need to rediscover knowledge.
• Grant authorized users the right to use a service while preventing access to non-authorized users.
• Review, update, and maintain SOPs, plans, and guides that describe how the stakeholders interact with the system.

Required Skills/Experience:

• 2 plus years of experience in the health industry/health insurance domain is preferred but not required.
• 3 plus years of experience supporting a service desk or call center operation.
• Experience with ServiceNow/Jira/Confluence and password management tools

Desired:

• Experience with CMS Marketplace eligibility and appeal processing
• Experience with contact center operations
• Experience with case management workflows

Required:

• 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

Education:

• Bachelor’s Degree
• 4 years of experience with establishing comprehensive test practices and methodologies
•  Certs: HDI Certification

Sparksoft is a certified Capability Maturity Model Integration (CMMI) SVC and DEV Level 3, ISO 9001:2015, ISO 27001:2013, Small Disadvantaged Business (SDB), Women-Owned Small Business (WOSB), and Small, Women-owned, Minority-owned (SWaM), and MBE/DBE/SBE consulting firm. With our focused mission “to ignite innovation, inspire transformation, and implement digital solutions for a healthier nation”, we specialize in 6 specific digital health services: Test Automation, Cloud Services, DevOps Delivery, Cyber Security, Data Science, and Human-Centered Design. Since 2004, our exceptionally skilled people, proven leadership, and optimized processes all work together relentlessly to continuously push for more efficient solutions.

Sparksoft is an Affirmative Action/Equal Opportunity Employer and does not discriminate against any applicant for employment or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic prohibited under Federal, State, or local laws.

In accordance with the Executive Order on Ensuring Adequate COVID Safety Protocols for Federal Contractors, Sparksoft Corporation is complying with the requirements that all employees assigned to a federal contract be vaccinated. Employees in need of an exemption from this policy due to a medical reason or because of a sincerely held religious belief must submit a physician’s note for a medical accommodation or a religious request for accommodation to the human resources department to begin the interactive accommodation process as soon as possible. Accommodations will be granted where they do not cause Sparksoft Corporation undue hardship or pose a direct threat to the health and safety of others. New hires must show proof of vaccination.

If you need accommodation seeking employment with Sparksoft Corporation, please email or call . Accommodations are made on a case-by-case basis.

At Sparksoft Corporation, we take security and protection of personal information very seriously. We will never ask you to send private personal information over email. Accordingly, we ask you to immediately contact our security team via email at upon receiving a suspicious request.