Help Desk Coach Team Lead
: Job Details :

The Help Desk Coach Team Lead is responsible for partnering with leadership to emulate and nurture growth of team members and to improve Help Desk Coach efficiency within the SPARK Help Desk. The Help Desk Coach Team Lead will also provide support to providers and other stakeholders. The HelpDesk Coach Team Lead is responsible for setting the standard and example for the team, including identifying service needs of each call, taking steps to meet needs and delivering resolutions accurately and appropriately. The candidate must be willing to work in a fast-paced environment with availability within the hours of operations of the SPARK Help Desk when needed.Essential Duties & Responsibilities: Collaborates with the Help Desk Manager to support and advance the development of Help Desk Coaches through modeling, coaching, case monitoring, providing resources and guidance to improve understanding and application of official policies, processes and procedures across all customer service and satisfaction areas Collaborates with the Help Desk Manager to support growth of team members and inform professional development plans in order to deepen knowledge, skills and practice Ensures knowledge and resources are organized and shared with the team as it is cascaded down from the Help Desk Manager Provides high-quality, responsive support using relationship-based coaching strategies driven by research and best practice to promote continuous quality improvement Promotes and supports a program's quality improvement in alignment with best practices, SPARK's model of services of support and Paths to QUALITY Responds to inbound calls, chat, email and Salesforce queue cases In collaboration with the Help Desk Manager, helps to identify issues and inquiries regarding state online systems, including I-LEAD, Indiana Learning Paths and My SPARK Learning Lab Provides approved resources to early childhood educators, partners and the community, including connecting families to the appropriate support resources Adheres to SPARK policies and procedures in addition to quality assurance and best practice standards, with attention to continuous quality improvement Offers solutions and uses feedback to modify Adapts to changes or methods to best fit the needs of end users Supports the Help Desk Manager to ensure accuracy, timeliness, and the completion of work performed by team members Participates in assigned meetings, events and training as required Assists the Help Desk Manager with tracking and monitoring workflow Performs any and all other duties (or functions) as assignedJob Specifications:To perform this job successfully, an individual must be able to carry out each essential duty in a satisfactory manner. The job specifications listed are representative of the education and experience, the physical requirements, as well as the knowledge, skill and/or ability (KSAs) that are generally necessary for the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Job Requirements:1. High school diploma, GED, or equivalent required.2. Minimum of five (5) years of previous work leading a help desk team3. Minimum of five (5) years of previous work in Human Services, Social Services, Business Management, ECE or a related field4. Experience working in a Customer Relationship Management (CRM) System, such as Salesforce, preferred5. Knowledge of child care provider and family resources and systems, such as Child Care Development Fund (CCDF), Paths to QUALITY, licensing, etc. required6. Spanish written and verbal skills are a plus7. Physical exam and background checks are required for this position8. Travel required locally or long-distance up to 10% of the time for work-related meetings and function9. Must have a valid driver's license and reliable transportation10. Remote Help Desk staff must have a high-speed internet connectionKnowledge, Skills, & Abilities: Exceptional written and verbal skills Ability to interact effectively with people from diverse backgrounds Ability to communicate effectively, verbally and in writing Demonstrated computer literacy skills, especially using Google Suite apps; spreadsheets, basic data management systems and internet navigation Must be honest, dependable and able to meet deadlines in a fast pacedenvironment Self-motivated and able to work independentlySalary range: $54,820 - $65,000We are an equal opportunity employer, committed to creating a diverse and healthy workplace.