IT Customer Service Manager

Clearance Level
Project/Task Management
Tallahassee, Florida

REQ#: RQ68856

Travel Required: 10-25%
Public Trust: Other
Requisition Type: Pipeline
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.

We provide data center services to state and federal agencies across the country, facilitating our customer’s migration to the cloud, enhancing cybersecurity, improving efficiency and data interoperability and reducing down-time.  Our work depends on Customer Service Managers like you, who are embracing autonomy, seizing opportunity, and being trusted to deliver your best every day.

Responsibilities Include:

  • Manages customer service professionals directly and/or through subordinate managers or supervisors and offers leadership, coaching, and training.
  • Acts as advisor to subordinates to meet schedules and/or resolve problems.
  • Oversees the development and administration of schedules and performance requirements; may have budget responsibilities.
  • Oversees the development and implementation of 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 interactions and details of actions taken.
  • Manages staff in recognizing, identifying, isolating, and resolving problems with company or customer products and services.

Basic Qualifications:

  • Customer service experience (5 years)
  • Project evaluation and feasibility assessment (3 years)
  • Experience coordinating activities between SDC and customers (3 years)
  • Experience participating in IT Projects (3 years)
  • Ability to solve complex problems (3 years)
  • Conflict resolution skills (3 years)
  • Bachelor’s degree in technology, business, or related field, or equal experience in lieu of education.
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.