Customer Service Manager
Washington, DC, United States
Job ID: 2404380
Location: REMOTE WORK, DC, US
Date Posted: 2024-03-22
Category: Customer Support
Subcategory: Call Center
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
Description
SAIC, a leading provider of systems development & deployment, targeting & intelligence analysis, systems engineering & integration, and training capabilities and solutions for the Intelligence Community, is seeking mission-first professionals to fulfill their career goals and objectives while delivering day-to-day excellence on programs of national importance. Join our team today and help us #BringOnTomorrow!
SAIC is looking for a Customer Service Manager (End User Support Manager) for remote full time work. This opportunity is contingent upon award. 1. Manage and lead a team of Customer Service Technicians, providing guidance, coaching, and support to ensure high levels of performance and customer satisfaction. 2. Develop and implement strategies and processes to optimize end-user support services, including incident management, request fulfillment, and problem resolution. 3. Monitor and analyze help desk statistics and key performance indicators (KPIs) to identify trends, issues, and opportunities for improvement. 4. Establish service level agreements (SLAs) and performance metrics for end-user support, and ensure adherence to SLAs through effective resource management and workload distribution. 5. Collaborate with cross-functional teams including IT, operations, and business units to understand end-user needs and priorities, and ensure alignment of support services with business objectives. 6. Develop and deliver training programs and materials for Customer Service Technicians to enhance technical skills, product knowledge, and customer service capabilities. 7. Implement and maintain tools and technologies to support efficient and effective end-user support operations, including ticketing systems, knowledge bases, and remote support tools. 8. Serve as a point of escalation for complex or high-priority support issues, and coordinate resolution efforts with internal and external stakeholders. 9. Foster a culture of continuous improvement and innovation within the end-user support team, encouraging feedback and collaboration to drive service excellence. Qualifications
Bachelors and 6 years or more of related experience
Shall have extensive experience leading a team of Customer Service Technicians, ensures the workload is balanced, tickets are being closed in a timely manner to meet contract deliverables, responds to escalations from stakeholders, and is responsible for reporting on Help Desk statistics.
Ability to obtain a Public Trust security clearance.
Industry Recognized Certified Administrator and Certified Cloud Platform Consultant.
Strong understanding of help desk operations, incident management processes, and customer service best practices.
Proficiency in analyzing help desk statistics and KPIs to drive performance improvements and decision-making.
Excellent leadership and interpersonal skills, with the ability to motivate and inspire a team to achieve goals and deliver exceptional customer service.
Experience working with help desk ticketing systems and knowledge management tools.
Strong problem-solving and decision-making abilities, with a focus on delivering practical and effective solutions to support issues.
Effective communication skills, with the ability to communicate technical concepts to non-technical end-users.
Effective communication and collaboration skills, with the ability to work with diverse teams and stakeholders.
Analytical mindset with strong problem-solving abilities / skills and attention to detail.
Understanding of working in Agile or DevOps environments is preferred.
Target salary range: $50,001 - $75,000. The estimate displayed represents the typical salary range for this position based on experience and other factors. SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
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