Customer Service Lead

Coforge Limited; Charleston (WV); On-site; USD 50,000 - 80,000; Full time

Job summary

Coforge Limited in Charleston, WV is seeking a Customer Service Lead to oversee a high-volume IT support environment and guide the service desk to deliver reliable help desk support to users in a fast-paced setting.

The role emphasizes supervisory responsibilities, process improvement, and alignment with ITSM practices, including incident management, change management, and continual service improvement, to optimize service delivery metrics.

Qualifications

• Customer service experience in high-volume technical support centers.
• Supervisory experience in an enterprise service desk or call center.
• Industry certifications welcome but not required.
• Strong knowledge of service delivery, workforce management, quality assurance, and performance metrics.
• Familiarity with ITSM processes: incident, request fulfillment, problem, knowledge, change, and continual service improvement.

Skills

Remote Desktop Services

Education

CompTIA A+

HDI

ITIL Foundation

Job description

Coforge is looking for Customer Service Lead candidates with below skillset

• Customer service experience within a high-volume Technical Support Center, Service Desk, Help Desk, or Contact Center environment.
• Supervisory experience within an enterprise Service Desk, Technical Support Center, Workplace Services, or Contact Center environment.
• CompTIA A+, HDI, ITIL Foundation, or equivalent industry certifications preferred but not required.
• Exceptional understanding of Technical Support Center operations, service delivery processes, workforce management practices, quality assurance programs, and performance metrics.
• Familiarity with Incident Management, Request Fulfillment, Problem Management, Knowledge Management, Change Management, and Continual Service Improvement practices.
• Experience utilizing IT Service Management (ITSM) platforms, workforce management tools, reporting systems, and operational dashboards.

Skills Required

Remote Desktop Services

Location

Charleston, WV, USA