Morning IT Call Center Ops Manager

Koniag Services, Inc.; Nashville (TN); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company matching

Paid holidays

Paid time off

Job summary

Koniag Services Inc., a Koniag Government Services company, seeks an experienced Call Center Operations Manager - Morning to lead our Nashville IT Call Center. The role requires hands-on leadership, ITIL knowledge, and a focus on service delivery, performance metrics, and customer satisfaction within a government-facing environment.

The position supports a 6:30am–4:30pm shift (4 On, 4 Off x 10 Hours). Competitive benefits are offered, including health/dental/vision, 401K with company matching,

Qualifications

• Bachelor's degree in Business Administration, Information Technology, Management, or a related field.
• 5+ years IT call center/service desk experience, with at least 2 years in supervision.
• Experience managing team performance, workforce scheduling, and SLA compliance in a call center.
• Experience in a federal government contracting environment preferred.

Responsibilities

• Oversee daily IT Call Center operations to ensure service delivery across all shifts.
• Directly supervise team leads and supervisors with coaching and feedback.
• Monitor real-time performance metrics and take immediate corrective action.
• Develop and report on operational metrics and SLA compliance.
• Coordinate onboarding and training for new staff.
• Ensure compliance with federal regulations and security protocols.
• Assist the Program Manager with performance reports and status updates.

Skills

ITIL

Leadership

SLA compliance

Performance metrics

Workforce management

English communication

Education

Bachelor's degree in Business Administration, Information Technology, Management, or a related field

Tools

ServiceNow

Remedy

Telephony platforms

Job description

Koniag Services Inc., a Koniag Government Services company, seeks an experienced Call Center Operations Manager - Morning to lead our Nashville IT Call Center. The role requires hands-on leadership, ITIL knowledge, and a focus on service delivery, performance metrics, and customer satisfaction within a government-facing environment.

The position supports a 6:30am–4:30pm shift (4 On, 4 Off x 10 Hours). Competitive benefits are offered, including health/dental/vision, 401K with company matching,