IT Customer Services Manager

Type of Requisition:

Pipeline

Clearance Level Must Currently Possess:

Top Secret/SCI

Clearance Level Must Be Able to Obtain:

Top Secret/SCI

Suitability:

Public Trust/Other Required:

Job Family:

Project/Task Management

Job Qualifications:

Skills:

Client Relationship Management, Process Improvements, Program Management

Certifications:

Project Management Professional (PMP) - Project Management Institute (PMI)

Experience:

9 + years of related experience

US Citizenship Required:

Yes

Job Description:

Transform technology into opportunity as an End User Provisioning and Deputy Program Manager with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you'll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

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

#ITCCCareers

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Onsite

Work Location:

USA NE Offutt AFB

Additional Work Locations:

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 30 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.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation's most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

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.