JUNIOR ASSOCIATE - WORKPLACE

Coforge; Charleston (WV); On-site; USD 55,000 - 75,000; Full time

Job summary

Coforge in Charleston, WV seeks a Customer Service Lead to oversee a high‑volume technical support center and push service delivery excellence. You will mentor a team of agents, monitor performance metrics, and manage escalations to ensure rapid resolutions.

The ideal candidate has supervisory experience in a Service Desk and solid ITSM knowledge, including incident and change management. Certifications such as CompTIA A+, HDI, or ITIL Foundation are a plus but not required.

Qualifications

• Experience in high-volume technical support environments.
• Supervisory or team-lead responsibilities in a service desk.
• Knowledge of ITIL/ITSM concepts is a plus.

Skills

Customer service

Supervisory experience

ITSM familiarity

Service Desk operations

Quality metrics

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.