Workday Learning Support Team Lead

The Workday Learning Support Team Lead provides day-to-day supervision of the Workday Learning Support Team ensuring the utmost in customer service to the end users and students of the NTC. Provides day-to-day support in Workday and to its users by applying knowledge of service management, customer service, and stakeholder management; investigates, identifies, and resolves issues within the Workday platform. Manages Workday Learning Support team activities to include quality assurance of teams troubleshooting, documentation, customer communication, and delegates responsibilities as necessary to subordinates, reports directly to the Service Center Manager.

The Workday Learning Support Team Lead responsibilities and duties are as follows:

Description of Responsibilities:

• Supervise the Workday Learning support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
• Assists with developing work objectives and advises team members on critical issues related to system problems or client relationships
• Manages sensitive property assigned to the Workday Learning Support Team. This may include but is not limited to US Government laptops, workstations, thin and zero clients, printers, and computer peripherals.
• Maintains the tasks project deliverables.
• Responsible for ticket audits and quality assurance.
• Acts as a final escalation point to resolve incidents, requests, and challenging customer interactions.
• Works with LMS support resources and escalation points to ensure SLA's are met.
• Ensures efficient team operations.
• Provides direction and takes leadership of projects and delegates responsibilities as necessary to personnel.
• Communicates and escalates unresolved issues to to Service Center Manager.
• Participates in the interview and selection process for new team members, and conducts performance evaluations for direct employees.
• Gathers and analyzes metrics to benchmark the helpdesk workload/performance and identify trends in call center issues.
• Ensures that documentation is created to reflect the accuracy and efficiency of tasks performed within Service Desk.
• Harvests and synthesizes data into reports capturing the team's key performance indicators.
• Helps to create and foster a psychologically safe team environment within Workday Learning Support team.
  
• Affords people from diverse backgrounds the basic level of dignity and respect without discrimination on account of race, gender, age, or other personal attributes.
• Provides overall safety and security oversight for all persons to include staff and students during daily operations and training events.
• Assists the ISSM by ensuring the appropriate operational security posture is maintained for all NTC Information Systems in accordance with all applicable DOE orders and requirements.
• Other tasks and duties as assigned.

Degree/Education/Certification Requirements:

• Bachelor's degree in business, computer science or information technology preferred.
• Minimum of 4 year professional experience required.
• Minimum of 1 year supervisory experience required.

Required Skills and Experience :

• Effective interpersonal skills (e.g., ability to work as part of a team, communicate

effectively, work/interact effectively and amicably with people from diverse backgrounds

and cultures and with diverse personal attributes).

• Effective communication skills (i.e., ability to present ideas effectively in formal and

informal situations and convey thoughts clearly and concisely, both orally and in

writing).

• Strong planning, organizational, and time management skills (i.e., ability to effectively

plan, organize, and prioritize work, and to control and follow up to assure work

completion).

• Initiative (i.e. initiate appropriate action without being directed) and ability to work

independently.

Desired Skills and Experience:

• Proficient with Microsoft Windows, Office, and Jira.

VEVRAA Federal Contractor

Three Saints Bay, LLC and its subsidiaries offer a team-oriented working environment and the opportunity to work with exceptional, dedicated industry professionals. We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international.

We are an Equal Opportunity Employer. We invite resumes from all interested parties without regard to race, color, sex, sexual preference, religion, creed, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.