IT Customer Services Manager
Client Relationship
Process Improvements
Program Managment
REQ#: RQ139644
Requisition Type: Regular
Your Impact
Own your opportunity to work with the largest government agency in the nation. Make an impact by advancing the Department of Defense’s mission to keep our country safe and secure.
Job Description
Transform technology into opportunity as a IT Customer Services Manager with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.
Job Description:
- Manages daily operations, ensures client inquires and requests are responded to accurately and timely and in accordance with service level agreements.
- Manages the quality assurance process and related training of staff members to ensure quality client service. Implements processes, tools, and training for staff to ensure successful launch of new products.
- Provides guidance to staff in resolution of difficult client questions/problems in order to ensure accurate technical support information.
- Monitors client contacts with staff to ensure standards of quality are met.
- Directly addresses client dissatisfaction and analyzes causes to define strategy for implementing corrective action.
- Works with other departments to improve processes and quality of client interaction by reviewing customer satisfaction survey data and identifying areas for improvement.
- Selects and hires employees.
- Trains and evaluates employees to enhance their performance, development, and work product.
- Addresses performance issues and makes recommendations for personnel actions.
- Motivates and rewards employees including providing salary increases, bonuses and promotions within allocated budgets and company guidelines.
WHAT YOU’LL NEED TO SUCCEED:
Education: Bachelor's Degree
Required Experience: 9 years of related IT Project Management
Required Certification: PMP Certification
Security Clearance Level: TS/SCI
Location: Omaha, NE
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 holiday
#ITCCCareers
Work Requirements
9 + years of related experience
* may vary based on technical training, certification(s), or degree
Project Management Professional (PMP) - Project Management Institute (PMI)
Less than 10%
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.