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Customer Service Supervisor (VA ESDMS)

General Dynamics Information Technology • El Paso, TX • 11h ago

Req ID: RQ205166

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: Other

Job Family: Customer Service

Skills:

Customer Service,Help Desk Support,Microsoft Office,Technical Support

Certifications:

ITIL Foundations - ITIL - ITIL

Experience:

3 + years of related experience

Job Description:

GDIT is seeking a Customer Support Supervisor to support the Department of Veterans Affairs Enterprise Service Desk (VA ESDMS).

As a Customer Support Supervisor on our VA ESDMS team you will motivate, coach, and develop a team of help desk professionals. Customer Support Supervisors at General Dynamics are given the opportunity to hone their leadership skills and develop their problem-solving abilities in an exciting high-energy environment while supporting a large federal government contract at our facility. If you enjoy motivating others by facilitating teamwork and providing performance-based feedback, you will find this role to be both rewarding and challenging.

In this role YOU will:

Model high ethical and professional conduct

Maintain focus on client and operational goals while ensuring customer satisfaction

Provide administrative support to assist with the management of day-to-day operations

Prepare and give presentations

Aid human resources by interviewing prospective candidates and employing personnel management methods

Lead a team of call center representatives using proven coaching methods

Monitor performance to assure quality of service

Routinely supervise, monitor, and evaluate team metrics for quality of service and to ensure compliance with Client Service Level Agreements

May be required to handle customer calls in case of extraordinary call volume circumstances

Follow established practices and procedures in support of Service Desk operations

Required Qualifications:

A high school diploma or equivalent AND;

5 or more years of experience working with call center software and programs and/or working with organizational functions and personnel ((Education may be substituted for years of experience_

Availability to work any shift during hours of operation (24 hours a day, 7 days a week)

A quiet at home work environment free from distractions

Access to 10 Mbps of download speed and1 Mbps of upload speed of dedicated internet band width

Louisiana OR Texas residency living within a reasonable driving distance (approximately 60 miles) of our Bossier City, LA or El Paso, TX facility

Ability to obtain and maintain a U.S. public trust suitability

Ability to obtain an ITIL v. 4 certification within 180 days of hire

Preferred Qualifications:

ITIL Foundations v. 4 certification

Call center management experience HIGHLY preferred

Bachelor's degree in Business or related field

5 or more years of experience managing a team

VA Service Desk experience

Demonstrated experience utilizing business and analytical problem solving skills

The likely salary range for this position is $43,888 - $57,500. 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.

Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

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