Customer Service Manager

, NY, United States

Job Description:

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able To Obtain:

None

Suitability:

Public Trust/Other Required:

None

Job Family:

Customer Service

Skills:

Job Qualifications:

Business Decisions, Business Processes, Communication, Customer Service, People Management

Certifications:

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. GDIT is searching for a leader who actively promotes the open expression of ideas, fosters collaboration at all levels within the organization, and champions the efficient functioning of the Tier 1 Service Desk.

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being rusted to deliver your best every day.

We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on a Service Desk Customer Service Manager (Operations Manager) joining our team that will play a pivotal role in overseeing the Tier 1 Service Desk within our Customer Engagement organization at our Rensselaer, NY location.

At GDIT, people are our differentiator. As a Service Desk Customer Service Manager supporting our Customer Engagement organization, you will be trusted to utilize your leadership and management competencies to enhance the customer experience through continuous service improvement and the cultivation of a high-performance culture. and employ critical thinking and meticulous attention to detail to ensure prudent decision-making and the effective management of enterprise risks..

In This Role, a Typical Day Will Include :

Lead and manage customer service professionals directly and/or through subordinate managers or supervisors and offers leadership, coaching, training and personnel deployment

Proactively and consistently communicate the importance of building and fostering relationships to motivate and inspire subordinates to achieve individual and team performance objectives

Pinpoint issues in business processes by examining process data and metrics

Encourage teams to evaluate current procedures critically for efficacy, quality, and simplification

Provide input and insight into workforce management capacity planning. Ensure future demand from growth and projects is understood and factored into capacity plans

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

Ideal Candidate For This Role Possesses:

Skilled in understanding of key performance indicators (KPIs) and service level agreements (SLAs) relevant to contact center operations. They should know how to measure, track, and optimize these metrics to ensure optimal performance

Proficiency at understanding of contact center processes, workflows, and best practices. Must have experience with inbound and outbound call handling, customer support channels (phone, email, chat), and escalations

Expertise in articulating the connections between individual behaviors and performance metrics in one-on-one coaching sessions and team meetings

Skills at constructing compelling development plans and providing challenging stretch goals

An ability to communicate ideas and set clear expectations in a concise and compelling manner, using a variety of communication settings, channels and styles

Proficiency at understanding and analyzing the operational service elements, which affect the financial performance of a program

Demonstrated experience and proven success improving, optimizing, standardizing, and streamlining workflows and processes that yielded improvements in efficiency, customer satisfaction and resulted in cost reductions

An ability and willingness to work in a high pressure, fast-paced, operational environment

REQUIRED QUALIFICATIONS:

Bachelor’s degree (or equivalent experience)

5 or more years of related experience in a service desk or contact center environment, including 1 or more years in leadership

Proficiency at understanding and analyzing the operational service elements, which affect the financial performance of a program and take appropriate action

Must be willing to work on-site

WHAT GDIT CAN OFFER YOU:

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 holidays

GDIT CAREERS

Opportunity Owned

Not sure this job’s the one for you? Check out our other openings at gdit.com/careers.

The likely salary range for this position is $54,800 - $82,200. 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:

40

Travel Required:

Less than 10%

Telecommuting Options:

Onsite

Work Location:

USA NY Rensselaer

Additional Work Locations:

Total Rewards At GDIT:

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 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.

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