ITC#20 Customer Support Manager in Bossier City, LA at General Dynamics Information Technology

Date Posted: 6/17/2020

Job Snapshot

Job Description

General Dynamics Information Technology (GDIT) is seeking a Service Desk Customer Service Manager (Operations Manager) at our Bossier City, LA location. This position will support the Department of Veterans Affairs (VA). Join GDIT and be a part of the team of men and women supporting our Veterans! GDIT is seeking a leader who actively promotes the open expression of ideas and encourages collaboration at all levels within the organization. This candidate leverages leadership and management competencies to enhance the customer experience though continuous service improvement and fosters a high performance culture. The Customer Service Manager applies critical thinking and attention to detail to ensure sound decision-making and management of enterprise risks.

Leadership

  • Lead and manage multiple teams on a daily basis, to deliver exceptional customer service, efficiency and technical aptitude
  • Motivate, coach, train and mentor subordinates to prepare actions plans to meet or exceed performance objectives
  • Proactively and consistently communicate the importance of building and fostering relationships to motivate and inspire individual and team performance

Management

  • Manage day to day delivery of services and ensure team commitment to meet or exceed service level agreements (SLAs), key performance indicators (KPIs)
  • Ensure efficient delivery of contract capabilities using industry standards and repeatable processes including an ITIL framework
  • Provide management support to supervisors and team members in a 24x7 operational environment
  • Plan, monitor, appraise, and review job contributions of subordinates
  • Manage and oversee subcontractors, as well as full time employees. Direct the work of employees assigned to the program from technical and administrative areas
  • Ensure all operational processes and procedures are clearly documented and maintained

Data-Driven Decision Making

  • Collect, interpret and analyze data and reports to identifying patterns and trends in data sets, in order to inform business decisions

Client Stakeholder Engagement

  • Work closely with and present to senior government stakeholders to provide updates on service and performance
  • Meet and communicate with other government stakeholder groups to participate in transition management and improvement initiatives

Continuous Service Improvement and Innovation

  • Identify customer service trends and collaborate with other functional areas to develop and implement best practices and service improvements
  • Continually improve service desk procedures to deliver business value

Service Strategy

  • Perform market research to stay abreast of the competitive landscape, and provide input to strategic planning

Human Resources

  • Coordinate with human resources and staffing functions to ensure new personnel meet or exceed hiring standards
  • Assists human resources with recruitment, supervision, assignments, and career development

Business Development

  • Assist with authoring technical proposals, white papers and marketing materials in support of proposals and other business development initiatives
  • Assist with the development of Basis of Estimates (BOE) in support of proposals and other business development initiatives

Required Qualifications

  • Bachelor’s degree in business or related field
  • Five of more years of related technical and managerial experience in an end-to-end service desk, contact center, or related managed services field
  • Proficient at articulating the connections between individual behaviors and performance metrics in one-on-one coaching sessions and team meetings
  • Skilled at constructing compelling development plans and providing challenging stretch goals
  • Ability to communicate ideas and set clear expectations in a concise and compelling manner, using a variety of communication settings, channels, and styles
  • Ability and willingness to work in a high pressure, fast-paced, 24 x 7 operational environment
  • Demonstrated experience and proven success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions.
  • Demonstrated experience with using spreadsheet software (i.e. MS Excel) to build reports, manipulate data using PIVOT tables or data models to perform data analysis.  
  • Proficient at understanding and analyzing the operational service elements, which affect the financial performance of a program
  • Experience with analyzing call volume supply and staffing demand-forecasting reports to inform business decisions

Preferred Qualifications

  • Eight or more years of related technical and managerial experience in an end-to-end service desk, contact center or related managed services field
  • ITIL experience and/or certification
  • Demonstrated experience with leading and managing teams to successfully meet or exceed performance metrics for federal government programs

Work environment:

  • Travel Required: 10-25%
  • Telecommuting Options: Some telecommuting allowed with conditions
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

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