NESD Customer Service Manager

GDIT is seeking a Secret cleared Customer Service Manager to oversee a Tier 1 service desk for the Navy Enterprise Service Desk (NESD) program. Successful candidates are the liaison and direct support to the Service Delivery Manager. Candidate is expected to be a highly organized team player with strong written and oral communication skills and the ability to prioritize challenges on multiple fronts to drive results with an emphasis on quality.

HOW A CUSTOMER SERVICE MANAGER WILL MAKE AN IMPACT

• Supervise the activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with NESD in-scope systems
• Lead customer service professionals directly and/or through subordinate supervisors and offers leadership, coaching, and training
• Understand and adhere to the hierarchical Chain of Command order of reporting (Director, Program Manager, Service Delivery Manager).
• Ensure that all phases of support are properly coordinated, monitored, tracked, and resolved
• Create and manage escalation procedures and ensures service levels are maintained
• Document, track, and monitor problems to ensure resolution in a timely manner
• Participate in requirements elicitation, demonstration, and acceptance activities related to information technology components of the overall program solution
• Select, develop, and evaluate personnel to ensure the efficient operation of service desk functions
• Contribute to the development and dissemination of knowledge articles, SOPs, scripts, usage guides, and FAQ lists for agents and end users
• Contribute to the development, implementation, and administration of service desk staff training procedures and policies
• Assist in incident and request management processes, including queue management, ticket assignments, and escalation
• Assist in the Manage program performance, productivity, risks and issues with subordinates, customers, team leaders, and corporate management
• Support continuous improvement through measuring and evaluating processes and incorporating feedback into regular process updates by providing routine ticket queue management and data extractions from ACD, ITSM, and Virtual Agent systems
• Evaluates process integration demand and adjusts staffing levels to ensure adequate PI analyst resources for meeting project timelines and achieving Process Integration goals
• Oversees the analysts' team, ensuring effective coordination, performance monitoring, and continuous process improvement for process integration and standardization
• Participates post Go-Live meetings and is responsible for ensuring reporting, performance, and feedback data is available for discussion
• Coordinates planning and participation of transition of support
• Provides updates on project progress and sets expectations delivering desired outcome
• Verifies and analyzes report data when appropriate
• Supports collaborative transition plan for new or changing application and service support based on customer timeline and support requirements
• Performs detailed analysis and provides findings to the customer
• Delivers process infrastructure flows and recommends options for maximizing process efficiency
• Assists in the writing of Process Change Alerts which are utilized to communicate new process to the NESD Agents and potentially trains Supervisors/CSMs
• Initiates volume analysis and identifying scope of on-boardings to include the deliver method of the process changes as well as identifying if process changes require training.
• Responsible for managing onboarding coordination and providing a clear vision for all stakeholders through recurring meeting cadence
• Designs, analyzes, interprets, and develops analytic documentation, requirements, and specifications
• Communicates the organizational plan and incremental steps required to transition support of application or service to Tier 1 successfully
• Integrate operations to align knowledgebase management, quality, performance, policies, and processes with TSS standards
• Management of risk tracking and major incidents
• Editing, creating, and documenting processes for all NESD Tier 1 staff
• Review requirements, specifications, automation options, testing, support, quality assurance and training plans

QUALIFICATIONS:

To qualify for this role, YOU MUST have:

• Bachelors Degree or equivalent years of experience
• 5 or more years of related experience
• Ability to obtain and maintain a Secret Clearance. Interim Secret Clearance will be required prior to starting work.
• Implementing optimizing, standardizing, and streamlining policies, processes, and standard operating procedures
• Ability to obtain the HDI or ITIL certification within 90 days of hire
• US Citizenship required

KNOWLEDGE, SKILLS AND ABILITIES:

• Demonstrated experience using interpersonal, verbal, and written communication skills
• Demonstrated experience utilizing business processes and functions
• Experience performing roles where attention to detail is required to ensure success
• Experience with standard Incident and Service Request management processes as defined by ITIL
• Navy Enterprise Service Desk experience

Location: Hybrid or on Customer Site when required

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
• Rest and recharge with paid vacation and holidays

Work Requirements