Patuxent River, MD – services, Video-Teleconferencing, Automated Call Distribution (ACD) Administration; Network Administration, System Administration, Software Quality Assurance, Software Testing. Steps in for the Operations Manager to perform as the overall lead, manager and administrator for the contracted effort and serve as the primary interface and point of contact with Government program authorities on technical and program/project issues. Responsibilities * Responsible for coordinating and managing long-term… backs and record results. * Attend ongoing Government-provided knowledge transfer and training sessions. * Stay abreast of all changes in standard operating procedures. * Utilize the Knowledge Management System to assist with call resolution. * Provides high quality services while meeting Service Level Agreements (SLAs). * Establish and monitor Service Level Agreements (SLAs), performance metrics and user satisfaction levels. * Manage Incident and Problem life cycle, including detection, escalation…