Tier 2 Implementation Desk Coordinator - Remote & On-Site

LMI Consulting, LLC; Washington (District of Columbia); Hybrid; USD 70,000 - 90,000; Full time

Job summary

LMI is a federal-focused digital solutions provider delivering mission-ready technology at speed. The Tier 2 Implementation Desk Coordinator will support USPS-related incidents via Salesforce, primarily by email, with on-site two days per week and three days of telework at the LMI headquarters in Washington, DC.

You will manage incident adjudication, ensure resolution metrics, and perform QA/QC across USPS processes while coordinating with cross-functional teams and stakeholders.

Qualifications

• Bachelor's or graduate degree in IT or related field.
• 2-4 years of experience providing implementation/help desk support, remotely or on-site.
• Minimum of 2 years of customer experience.
• Ability to follow policies, procedures, and regulations.
• Excellent interpersonal and verbal/written communication skills.
• Must be able to obtain USPS background check and USPS Public Trust Clearance.

Responsibilities

• Responsible for Implementation Desk incident criticality adjudication and Tier 2 assignment or Tier 3 escalation.
• Maintaining resolution rate/time metrics and reporting requirements for the USPS.
• QA/QC for incidents in the USPS functional area.
• All contact, follow-up, and notification of customers assigned to USPS support.
• Provides research using USPS systems such as Salesforce, ServiceNow, etc.
• Provides trends analysis and input to Tier 1 call center training for End User Manuals updates.

Skills

Interpersonal communication

Problem solving

Independent worker

Team collaboration

Technical writing

MS Office proficiency

Attention to detail

Education

Bachelor's or graduate degree in IT or related field

Tools

Salesforce

Job description

LMI is a federal-focused digital solutions provider delivering mission-ready technology at speed. The Tier 2 Implementation Desk Coordinator will support USPS-related incidents via Salesforce, primarily by email, with on-site two days per week and three days of telework at the LMI headquarters in Washington, DC.

You will manage incident adjudication, ensure resolution metrics, and perform QA/QC across USPS processes while coordinating with cross-functional teams and stakeholders.