EERE Customer Service Sr Manager

We are seeking a strategic and customer focused Customer Service Sr Manager to lead help desk operations, drive process improvement initiatives, and enhance service delivery through modern IT service management practices. This role will oversee operational governance, metrics, quality assurance, and customer engagement while helping mature support operations aligned with ITIL best practices. The position will also serve as a thought leader on how DOE can leverage AI capabilities within help desk operations to improve customer engagement, enhance user experience, increase operational efficiency, and reduce support costs for TO#261.

The Customer Service Sr Manager will additionally provide dotted line support to the TO#268 End User Support Lead by assisting with tooling optimization, process enhancement, metrics development, ticket quality assurance, and adherence to established support procedures.

MEANINGFUL WORK AND PERSONAL IMPACT:

• Lead daily help desk operations and ensure high-quality customer support delivery
• Establish and improve help desk processes, workflows, SOPs, and governance practices
• Drive continuous improvement initiatives aligned with IT service management best practices
• Develop and monitor operational metrics, dashboards, SLAs, and performance reporting
• Oversee ticket quality assurance, escalation management, and process compliance reviews
• Serve as a thought leader on how DOE can utilize AI within help desk operations to improve customer engagement, automate support functions, enhance service delivery, and reduce operational costs
• Identify opportunities for AI enabled capabilities such as virtual agents, intelligent ticket routing, knowledge automation, predictive analytics, and self-service enhancements
• Optimize utilization of Jira Service Management and Confluence for service management and knowledge management
• Support the TO 268 End User Support Lead through operational oversight, process improvement recommendations, and QA activities
• Collaborate with leadership and technical teams to improve support operations and customer satisfaction

WHAT YOU’LL NEED TO SUCCEED:

• Bachelor’s degree in information technology, Business Administration, or related field (or equivalent experience)
• Minimum 10 years of experience in IT support, help desk operations, or IT service management
• Minimum 5 years of experience leading enterprise help desk or service desk teams
• Strong knowledge of IT service management frameworks such as CMMI and ITIL
• Hands-on experience with ITSM, such as Jira Service Management, and knowledge management platforms, such as Confluence
• Experience developing operational metrics, SLAs, dashboards, and reporting
• Strong customer service, communication, and leadership skills
• Experience with process improvement, governance, and quality assurance practices
• Familiarity with AI, automation, and modern service management technologies preferred
• Experience supporting federal or enterprise environments preferred

GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.