Customer Support Supervisor

Clearance Level
None
Category
Customer Service
Location
Barbourville, Kentucky

REQ#: RQ129845

Travel Required: None
Public Trust: None
Requisition Type: Pipeline

Seize your opportunity to make a personal impact as a Customer Support Supervisor supporting an IT Service Desk, customer outreach and more. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

At GDIT, people are our differentiator. As a Customer Support Supervisor, you will help ensure today is safe and tomorrow is smarter. Our work depends on Customer Support Supervisor joining our team to engage with customer inquiries, supervisor and manage team members to provide excellent customer service and IT Support, support the customer's mission.

HOW A CUSTOMER SUPPORT SUPERVISOR WILL MAKE AN IMPACT:

  • Leads and supervises a team of service desk agents using designated systems and proven coaching methods
  • Provides feedback and coaching as appropriate to improve overall performance of agent and/or team
  • Supervises team of agents in order to meet operational goals while ensuring customer satisfaction. 
  • Routinely supervises, monitors, and evaluates team metrics for quality of service and to ensure compliance with Client Service Level Agreements.
  • Provides administrative support to assist with the management of day-to-day operations
  • Develops and presents presentations to customers, perspective clients, and company senior leadership.
  • Participates in human resources activities such as interviewing prospective candidates, assist with hiring, performance management and off-boarding, employing standard Company personnel management methods
  • May be required to handle customer calls in case of extraordinary call volume circumstances
  • Maintains focus on client and operational goals while ensuring customer satisfaction
  • Follows established practices and procedures in support of Service Desk operations
  • Ability to expand skillset to support onboarding new Customer Support activities

WHAT YOU’LL NEED TO SUCCEED:

  • Ability to obtain and maintain a minimum Secret Level Clearance
  • Excellent business and analytical problem-solving skills
  • Strong communication skills
  • Ability to work independently
  • Associates degree or equivalent experience
  • 5 or more years of experience working with call center software and programs, or related experience (Education may be substituted for years of experience)
  • Access to 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth (Satellite provided Internet Service will not qualify)
  • Must be a US Citizen per contract
  • Must be willing to work any shift, 24 x 7 x 365

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 holidays
  • Ability to work Hybrid (Home and Office)


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.