Req ID: RQ198895
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: Secret
Public Trust/Other Required: None
Job Family: Customer Service
Skills:
Customer Satisfaction,Customer Service,Information Technology Infrastructure Library (ITIL),Service Desk (Inactive)
Certifications:
ITIL 4 Foundations - ITIL
Experience:
3 + years of related experience
US Citizenship Required:
Yes
Job Description:
GDIT is seeking a Secret cleared Customer Service Manager to oversee a Tier 1 service desk for the Navy Enterprise Service Desk (NESD) program. Successful candidates are the liaison and direct support to the Service Delivery Manager. Candidate is expected to be a highly organized team player with strong written and oral communication skills and the ability to prioritize challenges on multiple fronts to drive results with an emphasis on quality.
HOW A CUSTOMER SERVICE MANAGER WILL MAKE AN IMPACT
Supervise the activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with NESD in-scope systems
Lead customer service professionals directly and/or through subordinate supervisors and offers leadership, coaching, and training
Understand and adhere to the hierarchical Chain of Command order of reporting (Director, Program Manager, Service Delivery Manager).
Ensure that all phases of support are properly coordinated, monitored, tracked, and resolved
Create and manage escalation procedures and ensures service levels are maintained
Document, track, and monitor problems to ensure resolution in a timely manner
Participate in requirements elicitation, demonstration, and acceptance activities related to information technology components of the overall program solution
Select, develop, and evaluate personnel to ensure the efficient operation of service desk functions
Contribute to the development and dissemination of knowledge articles, SOPs, scripts, usage guides, and FAQ lists for agents and end users
Contribute to the development, implementation, and administration of service desk staff training procedures and policies
Assist in incident and request management processes, including queue management, ticket assignments, and escalation
Assist in the Manage program performance, productivity, risks and issues with subordinates, customers, team leaders, and corporate management
Support continuous improvement through measuring and evaluating processes and incorporating feedback into regular process updates by providing routine ticket queue management and data extractions from ACD, ITSM, and Virtual Agent systems
Evaluates process integration demand and adjusts staffing levels to ensure adequate PI analyst resources for meeting project timelines and achieving Process Integration goals
Oversees the analysts' team, ensuring effective coordination, performance monitoring, and continuous process improvement for process integration and standardization
Participates post Go-Live meetings and is responsible for ensuring reporting, performance, and feedback data is available for discussion
Coordinates planning and participation of transition of support
Provides updates on project progress and sets expectations delivering desired outcome
Verifies and analyzes report data when appropriate
Supports collaborative transition plan for new or changing application and service support based on customer timeline and support requirements
Performs detailed analysis and provides findings to the customer
Delivers process infrastructure flows and recommends options for maximizing process efficiency
Assists in the writing of Process Change Alerts which are utilized to communicate new process to the NESD Agents and potentially trains Supervisors/CSMs
Initiates volume analysis and identifying scope of on-boardings to include the deliver method of the process changes as well as identifying if process changes require training.
Responsible for managing onboarding coordination and providing a clear vision for all stakeholders through recurring meeting cadence
Designs, analyzes, interprets, and develops analytic documentation, requirements, and specifications
Communicates the organizational plan and incremental steps required to transition support of application or service to Tier 1 successfully
Integrate operations to align knowledgebase management, quality, performance, policies, and processes with TSS standards
Management of risk tracking and major incidents
Editing, creating, and documenting processes for all NESD Tier 1 staff
Review requirements, specifications, automation options, testing, support, quality assurance and training plans
QUALIFICATIONS:
To qualify for this role, YOU MUST have:
Bachelors Degree or equivalent years of experience
5 or more years of related experience
Ability to obtain and maintain a Secret Clearance. Interim Secret Clearance will be required prior to starting work.
Implementing optimizing, standardizing, and streamlining policies, processes, and standard operating procedures
Ability to obtain the HDI or ITIL certification within 90 days of hire
US Citizenship required
KNOWLEDGE, SKILLS AND ABILITIES :
Demonstrated experience using interpersonal, verbal, and written communication skills
Demonstrated experience utilizing business processes and functions
Experience performing roles where attention to detail is required to ensure success
Experience with standard Incident and Service Request management processes as defined by ITIL
Navy Enterprise Service Desk experience
Location: Hybrid or on Customer Site when required
GDIT IS YOUR PLACE:
? 401K with company match
? Comprehensive health and wellness packages
? Internal mobility team dedicated to helping you own your career
? Professional growth opportunities including paid education and certifications
? Rest and recharge with paid vacation and holidays
The likely salary range for this position is $62,962 - $81,328. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
