Customer Services Support Manager (91842BR)

  • ManTech International
  • USA, VIRGINIA, Arlington
  • 02/26/2018

Job Description

USA, VIRGINIA, Arlington Full-Time Security Clearance: None General Responsibilities: • Minimum of 15 years providing customer support expertise. • Thorough understanding of escalation process in resolving user community issues / concerns. • Minimum of 7 years leading a customer help desk and building resolution Standard Operating Procedures • Effectively provide Service Desk, Service Request and Incident Management • Building Customer Survey tools / methodologies / statistics that effectively measure end-user satisfaction • Development and managing communication plans that provide status on requests for IT services and ensures feedback, escalation, collaboration and partnership with the user community • Oversees customer training, end-user documentation, outreach and communication activities for IT applications, services and issues that affect the user community • Develop Concept of Operations (CONOPS) for End User Training • Assist ITCD in planning for and implementing change associated with new IT capabilities within HQ and the Agency • Oversee on-boarding and off-boarding of contractor personnel • Maintain accurate asset records for all Government property for which the contractor is responsible • Oversee, manage and provide IT expertise for events requiring special IT support such as audio-visual services, event recording and transcription support • Develop all Deliverables and supporting material for responsible PWS areas • Provide task order oversight for task orders within responsible PWS areas. • Bachelor’s Degree • ITIL certified 13-15 years w/High School Diploma 07-09 years w/Bachelors Degree 04-06 years w/Masters Degree / Requires Bachelor’s degree or equivalent, and seven to nine years of related experience. ManTech International Corporation is comprised of approximately 7,300 talented employees who use advanced technology to help government and industry meet some of their greatest challenges around the world. We adhere to the simple, no-nonsense values on which ManTech was founded more than four decades ago, aligning squarely with the mission objectives of our customers. As our customer base continues to expand and diversify, we continue to diversify our workforce and solutions. Nearly half our employees have a military background, and approximately 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, health, space, and intelligence communities; we hold nearly 1,100 active contracts with more than 50 different government agencies. JBManTech ICJBMeta