Job Responsibilities: Leadership and overall successful oversight of operations within the Customer Support Center team. Provide daily supervision and direction to staff responsible for phone and in-person support to users in the areas of email, directories, standard Windows desktop applications deployed to a user’s Government supplied equipment (computer, mobile device, phone, etc.), and custom developed and COTS applications in use by end users. Manage the performance of Tier 1 and 2 service & support to clients and ensure service levels are achieved. Ensure customer expectations are met or exceeded. Ensure staff meet or exceed expectations in regards to performance, defined metrics/benchmarks, and that standards and processes are followed to provide superior customer service. Ensure real time monitoring of call volumes, wait times and queue volumes enabling appropriate reactions and response to surge or lull situations. Develop, update and monitor processes and procedures including establishing and maintaining a knowledge base supporting CSC Representatives
Additional Roles and Responsibilities:
The CSC is the entry point for all client-side IT technical support matters including training, problem resolution, as well as the configuration and deployment of user hardware and software.
Coordinate desk-side services with locally deployed support technicians following an ITIL-based service delivery approach.
Ensure all work is supported by appropriate documentation (incident, problem, service request or project tickets) to support team utilization and customer satisfaction metrics
Ensure proper solutions and knowledge management best practices are followed, and integrate Continual Service Improvement processes to continually refine and improve Service Desk performance.
Train, coach and mentor CSC representatives
Facilitate the implementation of ITIL standards
Understand the ITSM framework and identify gaps in processes and sub processes
Experience managing service desk tier 1 and tier 2 incidents and responses including integrations with technology specific support teams (tier 3) and ultimately managing root cause analysis via an overarching Problem management methodology
Experience developing processes and procedures necessary to run a medium to large scale service desk
Thorough experience with a large ITSM tool (BMC Footprints, ServiceNow, Remedy Force, CAUnicenter)
Strong organizational, problem-solving and analytical skills, with the ability to manage multiple priorities
Exceptional interpersonal, written and verbal communication skills
Demonstrated ability and experience leading, influencing, negotiating and problem solving
ITIL v3 Foundations
We are proud to be an EEO/AA employer M/F/Disability/Veteran. We maintain a drug-free workplace and perform pre-employment substance abuse testing as required by the customer.
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.
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.