Customer Service Team Lead with Security Clearance - (Baltimore, MD)

Job summary: The Leidos Health Group's Government Health and Safety Operation is hiring a Customer Service Team lead for a large contract in Baltimore, MD. Applicant will be responsible for supervising a team 10-20 service desk agents. The successful applicant will be able to utilize contract specific performance metrics, staffing analytics, systems requirements, quality guidelines, KBAs, and SOPs to direct their teams and drive success. The selected applicant will assist in implementing and reviewing quality improvement efforts for the organization. Responsible for coordinating subordinate employee recruitment, selection and training, performance assessments, work assignments, and recognition/disciplinary actions. The selected applicant will train and coach service desk personnel to improve service and maximize staff utilization.