Dynamic IT solutions provider seeks the immediate need for a Help Desk Lead Information Specialists Supervisor to work for our Federal Government Agency client in Chicago. The hiring firm has over 20 years experience successfully providing application development & maintenance, infrastructure support and security solutions. As a trusted partner in the federal government marketplace, the firm provides flexible, agile and innovative solutions to ensure the success of their client's team.

The Help Desk supervisor will directly supervise the Information Specialists staff, analyze and prepare reports on trends in customer inquiries/requests for assistance, recommend improvements in overall service, monitor staff performance, and implement effective quality control measures.  In addition, the supervisor will help perform information specialists’ duties similar to that of the information specialists, including directly handling customer inquiries.

The Lead Information Specialist will work the on-site Federal Technology Specialist to implement off-the-shelf technology solutions to improve and enhance data collection, tracking, and reporting of call center activities on a daily and weekly basis.

Help Desk Information Services Specialist

The information service specialist will handle inquiries received in a variety of communication types such as telephone calls, e-mails, and fax.  Duties include but are not limited to:

1. Enter and track incoming phone calls and other electronic inquiries for response;


2. Respond to routine incoming phone calls in a courteous and business-like manner;


3. Respond to electronic inquiries such as-mail;


4. Preparing a variety of documents, correspondence, and management/production reports;


5. The information specialist will demonstrate the capacity and knowledge to ask questions for specific information from the “caller” to assist in providing accurate and timely responses. 


6. When necessary, conduct additional research and coordinate responses with the Government agency staff and others to provided accurate, fully informed and timely information.


7. As required, advise the caller and commit to a follow-up call by the close of business the next business-day.  The Contractor will provide a technology solution to logging, tracking, and ensuring a timely response where follow-up contact is required. 

The information service specialist will assist the government in gathering, organizing, and drafting responses to requests under the Freedom of Information Act (FOIA) for signature by the authorized FOIA officer, congressional correspondence and other written responses.  All of the above tasks must be performed with a high degree of customer service and professionalism.