Customer Service Manager - TS/SCI w/ POLY

Clearance Level
Top Secret/SCI
Customer Service
Annapolis Junction, Maryland

REQ#: RQ138222

Travel Required: None
Requisition Type: Regular

Manages customer service professionals directly and/or through subordinate supervisors and offers leadership, coaching, and training.

Acts as advisor to subordinates to meet schedules and/or resolve problems.

Develops and administers schedule and performance requirements; may have budget responsibilities.

Develops and implements call center policies and procedures.

Advises supervisors on how to handle escalated customer service issues as needed.

Monitors call quality and customer satisfaction metrics to improve service levels and assess training needs.

Maintains accurate records of customer interaction and details of actions taken.

Manages staff in recognizing, identifying, isolating, and resolving problems with company or customer products and services.

SCOPE: Manages one or more small to medium sized teams focused on a few or multiple areas. Low to Medium complexity.

DESIRED QUALIFICATIONS: BA/BS (or equivalent experience), 5+ years of experience

Two certifications are required for the program:

1. Security+ CE or another 8570 Cert

2. PWS 9.1 cert

About Our Work

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.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

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.