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Customer Service Manager - TS/SCI W/ POLY

General Dynamics Information Technology • Washington, DC • 2h ago

Req ID: RQ216927

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: Top Secret/SCI

Public Trust/Other Required: None

Job Family: Contact Center

Skills:

Customer Relationships,Customer Service,Program Management,Technical Support

Certifications:

CompTIA Security+ CE | CompTIA - CompTIA

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

Customer Service Manager

Manages the activities of a call center or help desk. Provide a productive and motivating working environment, and addressing any issues/disputes from customers or clients.

Manages customer service professionals directly and/or through subordinate supervisors and offers leadership, coaching, and training.

Acts as advisor to subordinates to meet schedules and/or resolve problems.

Develops and administers schedule and performance requirements; may have budget responsibilities.

Develops and implements call center policies and procedures.

Advises supervisors on how to handle escalated customer service issues as needed.

Monitors call quality and customer satisfaction metrics to improve service levels and assess training needs.

Maintains accurate records of customer interaction and details of actions taken.

Manages staff in recognizing, identifying, isolating, and resolving problems with company or customer products and services.

SCOPE: Manages one or more small to medium sized teams focused on a few or multiple areas. Low to Medium complexity.

EDUCATION AND EXPERIENCE: BA/BS (or equivalent experience), 5+ years of experience

Required certs:

Security+CE

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

? Growth: AI-powered career tool that identifies career steps and learning opportunities

? Support: An internal mobility team focused on helping you achieve your career goals

? Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off

? Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY

Explore a career in program management at GDIT and you'll find endless opportunities to grow alongside colleagues who share your passion for the mission and delivering results.

MD_2026Alumni

The likely salary range for this position is $110,500 - $149,500. 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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