IT Customer Services Manager

Job Description :

• Manages daily operations of client inquires and requests, ensuring responses are accurate and timely and in accordance with service level agreements.
• Serves as the Deputy Program Manager, supporting the Program Manager in all aspects of program management, administration, quality assurance, leadership and operations.
• Manages the deployment of enterprise IT equipment, specialized support and enterprise provisioning.
• Provides guidance to staff in resolution of difficult client questions / problems in order to ensure accurate technical support information.
• Monitors client contacts with staff to ensure standards of quality are met.
• Directly addresses client dissatisfaction and analyzes causes to define strategy for implementing corrective action.
• Works with other departments to improve processes and quality of client interaction by reviewing customer satisfaction survey data and identifying areas for improvement.
• Implements and manages ITIL processes toward improved performance and automation.
• Selects and hires employees supporting End User Services.
• Trains and evaluates End User Services employees to enhance their performance, development, and work product.
• Addresses performance issues and makes recommendations for personnel actions.
• Motivates and rewards End User Services employees including providing salary increases, bonuses and promotions within allocated budgets and company guidelines.
• Oversees the operation and maintenance of ITSM Tool, and the modernization if mandated .

WHAT YOU’LL NEED TO SUCCEED :

• Education : Bachelor's Degree
• Required Experience : 9 years of related IT Project Management, 3 years experience leading customer support organization, including leading a customer support organization, including Service Desk operations for over 1500 users;

experience leading Customer Experience (CX) initiatives with a record of maintaining excellent customer satisfaction

• Required Certification : ITIL Foundations, PMP Certification desired
• Security Clearance Level : TS / SCI

Location : Omaha, NE

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
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holiday

SCITLS

The likely salary range for this position is $80,226 - $133,973. 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.

Scheduled Weekly Hours :

Travel Required : Less than 10%

Less than 10%

T elecommuting Options :

Onsite

Work Location : USA NE Offutt AFB

USA NE Offutt AFB