Customer Engagement Site Manager

GDIT’s Technology Shared Service Organization is experiencing tremendous growth and we have for mission driven leaders to join our team to support our growing business! We are seeking an enthusiastic leader to provide administrative support to Service Delivery managers. This role will directly contribute to the continued growth and success of the Shared Services organization. In this role, you will provide on-going analytics and identify issues related to a variety of non-technical and technical operational needs and deliverables. You will develop and implement data driven processes and procedures to aid in the achievement of service level objectives and organizational demands.

In this role, you will:

• Provides assistance and support to the Service Delivery Managers in the day to day service delivery for multiple 24/7, small, medium and large customer engagement operations, to meet or exceed service level agreements (SLAs), key performance indicators (KPIs) and other business objectives related to timeliness, service quality and efficiency
• Provide business and operational management support of assigned administrative initiatives, projects or tasks to ensure the organization meets corporate training and timekeeping compliance requirements
• Coordinate with facility stakeholders to report and communicate facility related issues to oversee building logistics and create/update occupancy/space planning
• Oversee and coordinate building logistics and develop and update occupancy/space planning
• Conduct organizational analysis and evaluations, to identify continuous service improvement opportunities, to assist management in operating more efficiently and effectively
• Research, identify, and recommend resources required for task execution and completion
• May provide mentoring, guidance and work leadership to less-experienced management personnel. (Not a people manager)
• Write and update operational process documentation including procedures, presentations, and training materials
• May assist with authoring technical proposals, white papers and marketing materials, and developing basis of estimates (BOE) in support of proposals and other business development initiatives
• May assists the SDM in the development and maintenance of operational budget and forecast models
• Participate in special projects as required.

• REQUIRED QUALIFICATIONS:

• BA/BS (or equivalent experience),
• 4 or more years of experience working with or managing large contact center or service desk programs of approximately 200 to 300 associates

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.