Help Desk Team Lead (Public Sector) - In Office

Company Overview

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity guides its work, including digital services designed to improve experiences for clients and their customers.

Location: San Antonio, TX 78235 Work Arrangement: 100% Onsite Schedule: Monday-Friday

Available Shifts:

• 6:00 AM - 3:00 PM
• 7:00 AM - 4:00 PM
• 10:00 AM - 7:00 PM
• 11:00 AM - 8:00 PM

Position Summary

We are seeking an experienced Team Lead to support a fast-paced telecommunications contact center serving government customers. This role is responsible for leading a team of Customer Care and Technical Support Representatives while ensuring adherence to strict authentication, compliance, and security requirements. The Team Lead will drive operational performance, maintain service levels, coach and develop employees, and deliver a best-in-class customer experience.

This position is ideal for a results-driven leader with a background in call center operations, technical support, wireless telecommunications, or government customer support environments.

Key Responsibilities

• Lead, coach, and develop a team of customer care and technical support professionals.
• Drive accountability for key performance metrics, including service levels, quality, productivity, and customer satisfaction.
• Ensure compliance with government program requirements, security protocols, authentication procedures, and company policies.
• Monitor daily operations and address performance gaps through coaching and development.
• Support workforce management initiatives, including schedule adherence and staffing optimization.
• Handle customer escalations and ensure timely resolution of complex issues.
• Promote a customer-first culture focused on delivering exceptional service experiences.
• Identify opportunities for process improvement and operational efficiencies.
• Partner with leadership and cross-functional teams to achieve business objectives.

Required Qualifications

• Previous leadership experience in a call center, contact center, or customer service environment.
• Experience supporting customer care, technical support, or wireless telecommunications operations.
• Strong coaching, employee development, and performance management skills.
• Knowledge of service level management and operational metrics.
• Excellent communication, problem-solving, and decision-making abilities.
• Ability to thrive in a fast-paced, metric-driven environment.
• Must be able to work onsite in San Antonio, TX.

Preferred Qualifications

• Experience supporting Public Sector or Government customers.
• Business Care experience.
• Technical Support experience.
• Experience working in highly regulated or compliance-driven environments.
• Familiarity with workforce management principles and scheduling processes.

Key Competencies

• Call Center Leadership
• Customer Experience Leadership
• Compliance Management
• Service Level Management
• Coaching & Development
• Workforce Management Awareness
• Process Adherence
• Technical Support Operations
• Wireless Telecommunications Knowledge

Ideal Candidate Background

• Call Center Leadership
• Technical Support
• Wireless Operations
• Government Sector Support
• Public Sector Customer Care
• Regulated Environment Experience

This is a hands-on leadership opportunity for candidates who excel at developing high-performing teams, maintaining operational excellence, and supporting government customers within a telecommunications contact center environment.

Pay: $22.50 per hour

Benefits:

• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Application Question(s):

• Please provide best email address to reach you at.
• Can you confirm you are available to work onsite in San Antonio, TX and can work any of the following Monday-Friday shifts: 6am-3pm, 7am-4pm, 10am-7pm, or 11am-8pm based on business needs and/or availability?

Location:

• San Antonio, TX 78235 (Required)

Work Location: In person