General Dynamics Information Technology (GDIT) is seeking a Service Desk Customer Service Manager (Operations Manager) at our Bossier City, LA location. This position will support our Customer Engagement organization. GDIT is seeking a leader who actively promotes the open expression of ideas and encourages collaboration at all levels within the organization. This candidate leverages leadership and management competencies to enhance the customer experience though continuous service improvement and fosters a high performance culture. The Customer Service Manager applies critical thinking and attention to detail to ensure sound decision-making and management of enterprise risks.
RESPONSIBILITIES & DUTIES
Lead and manage multiple teams on a daily basis, to deliver exceptional customer service, efficiency and technical aptitude
Motivate, coach, train and mentor subordinates to prepare actions plans to meet or exceed performance objectives
Proactively and consistently communicate the importance of building and fostering relationships to motivate and inspire individual and team performance
Provide management support to supervisors and team members in a 24x7 operational environment
Plans, monitors, appraises, and reviews job contributions of subordinates
Collect, interpret and analyze data and reports to identifying patterns and trends in data sets, in order to inform business decisions
Identify customer service trends and collaborate with other functional areas to develop and implement best practices and service improvements
Continually improve and service desk procedures to deliver business value
Coordinate with human resources and staffing functions to ensure new personnel meet or exceed hiring standards
Assists human resources with recruitment, supervision, assignments, and career development
REQUIRED QUALIFICATIONS & SKILLS
Bachelors Degree or equivalent in related field preferred
5+ years of Service Desk or Customer Call Center related experience
Experience managing teams of 5 or more direct reports
Proficient at articulating the connections between individual behaviors and performance metrics in one-on-one coaching sessions and team meetings
Skilled at constructing compelling development plans and providing challenging stretch goals
Possess the ability and willingness to work in a high pressure, fast-paced, 24 x 7 operational environment
PREFERRED QUALIFICATIONS & SKILLS FOR EXECUTIVE SUPPORT SERVICE DESK
Demonstrated experience and proven success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions.
Demonstrated experience with using Excel to build reports, manipulate data using PIVOT tables or data models to perform data analysis.
Proficient at understanding and analyzing the operational service elements, which affect the financial performance of a program.
Experience with analyzing call volume supply and staffing demand-forecasting reports to inform business decisions
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.