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EERE Customer Service Sr Manager

General Dynamics Information Technology • Kentucky, Kentucky • 1d ago

Req ID: RQ220835

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: NACI (T1)

Job Family: Contact Center

Skills:

Help Desk Operations,IT Automation,IT Service Management (ITSM),Operational Process Improvements,Service Level Agreement (SLA)

Experience:

10 + years of related experience

Job Description:

We are seeking a strategic and customer focused Customer Service Sr Manager to lead help desk operations, drive process improvement initiatives, and enhance service delivery through modern IT service management practices. This role will oversee operational governance, metrics, quality assurance, and customer engagement while helping mature support operations aligned with ITIL best practices. The position will also serve as a thought leader on how DOE can leverage AI capabilities within help desk operations to improve customer engagement, enhance user experience, increase operational efficiency, and reduce support costs for TO#261.

The Customer Service Sr Manager will additionally provide dotted line support to the TO#268 End User Support Lead by assisting with tooling optimization, process enhancement, metrics development, ticket quality assurance, and adherence to established support procedures.

MEANINGFUL WORK AND PERSONAL IMPACT:

Lead daily help desk operations and ensure high-quality customer support delivery

Establish and improve help desk processes, workflows, SOPs, and governance practices

Drive continuous improvement initiatives aligned with IT service management best practices

Develop and monitor operational metrics, dashboards, SLAs, and performance reporting

Oversee ticket quality assurance, escalation management, and process compliance reviews

Serve as a thought leader on how DOE can utilize AI within help desk operations to improve customer engagement, automate support functions, enhance service delivery, and reduce operational costs

Identify opportunities for AI enabled capabilities such as virtual agents, intelligent ticket routing, knowledge automation, predictive analytics, and self-service enhancements

Optimize utilization of Jira Service Management and Confluence for service management and knowledge management

Support the TO 268 End User Support Lead through operational oversight, process improvement recommendations, and QA activities

Collaborate with leadership and technical teams to improve support operations and customer satisfaction

WHAT YOU'LL NEED TO SUCCEED:

Bachelor's degree in information technology, Business Administration, or related field (or equivalent experience)

Minimum 10 years of experience in IT support, help desk operations, or IT service management

Minimum 5 years of experience leading enterprise help desk or service desk teams

Strong knowledge of IT service management frameworks such as CMMI and ITIL

Hands-on experience with ITSM, such as Jira Service Management, and knowledge management platforms, such as Confluence

Experience developing operational metrics, SLAs, dashboards, and reporting

Strong customer service, communication, and leadership skills

Experience with process improvement, governance, and quality assurance practices

Familiarity with AI, automation, and modern service management technologies preferred

Experience supporting federal or enterprise environments preferred

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 an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.

The likely salary range for this position is $107,950 - $146,050. 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 26,000 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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