Job Description

Greetings!

This is Rakesh from Last Word Consulting Inc. found your profile on the job portal. Please share your updated resume if available and interested.

Position 1:

Job Title: Service Desk Agent

Location: San Diego, CA/ Dallas, TX (ONSITE)

Duration: Longterm Contract

Job Summary:

• We are looking for experienced, customer-focused Contact Center Representatives to join a flexible and collaborative support team serving a critical public sector department.
• This is a high-impact, front-line role designed to provide responsive, empathetic, and technically informed assistance to residents and internal users.
• This role is ideal for individuals who are adaptable, tech-savvy, and committed to delivering service excellence during a major transition phase.

Required skills:

• Experience in a customer-facing technical support or contact center role.
• Working knowledge of Salesforce, Jira, or similar CRM/ticketing platforms (training support available).
• Strong communication, active listening, and troubleshooting skills.
• Ability to thrive in a fast-paced, high-volume support environment.
• Strong ownership mindset and willingness to adapt to changing support demands.

Position 2:

Job Title: Service Desk Lead

Location: San Diego, CA/ Dallas, TX (ONSITE)

Duration: Longterm Contract

Job Summary:

• We are seeking a proactive and experienced Contact Center Lead to oversee the day-to-day operations of a dynamic resident support team.
• This role will require close coordination with internal technical teams, customer stakeholders, and fellow agents to ensure service excellence and continuity during a transitional phase.
• The Lead will be responsible for mentoring agents, tracking performance metrics, and acting as a key point of escalation while adapting to evolving operational requirements.

Required skills:

• 4 6 years of experience in a contact center or technical support environment, with 1 2 years in a lead role.
• Strong knowledge of CRM/ticketing tools like Salesforce, Jira, or equivalent.
• Excellent verbal and written communication skills.
• Ability to manage shifting priorities in a fast-paced, high-volume environment.
• Proven team leadership and conflict resolution abilities.

Position 3:

Job Title: Service Manager Service Desk

Location: San Diego, CA/ Dallas, TX (ONSITE)

Duration: Longterm Contract

Job Summary:

• We are hiring a Service Desk Service Manager to oversee and ensure delivery of high-quality, SLA-bound IT support services for a major government or public-sector client.
• This role will involve governance, reporting, stakeholder communication, vendor coordination, and continuous service improvement, with a strong focus on agility and adaptability in a dynamic environment.
• The Service Manager will act as a

Requirements:

• 6 10 years of IT service desk or contact center experience, with 3+ years in a managerial role.
• Demonstrated success managing service delivery in a public sector or government client environment preferred.
• Strong knowledge of ITIL processes, SLA frameworks, and customer success metrics.
• Experience with tools such as Salesforce, Jira, ServiceNow, or equivalent.
• Excellent stakeholder communication and reporting skills.

Thanks & Rgds,

Rakesh Bharti

Last Word Consulting Inc.

Email:- Rakesh@lastwordconsulting.com

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