Customer Service Supervisor (VA ESDMS) - El Paso

GDIT is seeking a Customer Support Supervisor to support the Department of Veterans Affairs Enterprise Service Desk (VA ESDMS) in El Paso, TX.

As a Customer Support Supervisor on our VA ESDMS team you will motivate, coach, and develop a team of help desk professionals.  Customer Support Supervisors at General Dynamics are given the opportunity to hone their leadership skills and develop their problem-solving abilities in an exciting high-energy environment while supporting a large federal government contract at our facility in El Paso, TX.   If you enjoy motivating others by facilitating teamwork and providing performance-based feedback, you will find this role to be both rewarding and challenging. 

In this role YOU will:

• Model high ethical and professional conduct
• Maintain focus on client and operational goals while ensuring customer satisfaction
• Provide administrative support to assist with the management of day-to-day operations
• Prepare and give presentations
• Aid human resources by interviewing prospective candidates and employing personnel management methods
• Lead a team of call center representatives using proven coaching methods
• Monitor performance to assure quality of service
• Routinely supervise, monitor, and evaluate team metrics for quality of service and to ensure compliance with Client Service Level Agreements
• May be required to handle customer calls in case of extraordinary call volume circumstances
• Follow established practices and procedures in support of Service Desk operations

Required Qualifications:

• A high school diploma or equivalent AND;
• 5 or more years of experience working with call center software and programs (Education may be substituted for years of experience) and/or
• 5 or more years of experience working with organizational functions and personnel
• Availability to work any shift during hours of operation (24 hours a day, 7 days a week)
• At home office or a quiet space to work and reliable high-speed internet access
• Access to 10 Mbps of download speed and1 Mbps of upload speed of dedicated internet bandwidth
• Must live in Texas, within 60 miles of El Paso
• Must be willing to commute to the El Paso office when needed
• U.S. Citizenship required per federal contract
• Must be eligible to obtain a public trust clearance
• ITIL 4 foundations certification (within 90 days of hire)

Preferred Qualifications:

• Bachelor's degree in Business or related field
• 5 or more years of experience managing a team
• Call center management experience HIGHLY preferred
• VA Service Desk experience preferred
• Excellent business and analytical problem solving skills
• Bilingual proficiency in English and Spanish highly preferred

#ITCHelpDesk