Experienced Customer Service Manager – IT Support and Service Delivery
At arenaflex, we're shaping the future of defense with cutting-edge tech and innovative solutions. Join our team in Washington DC and be part of something extraordinary. As a Customer Service Manager, you'll oversee the IT Customer Service team, ensuring timely and accurate support to end-users, while also evaluating team performance and improving IT support practices according to contract requirements.
About arenaflex
arenaflex is a trusted partner to the Department of Defense, delivering advanced projects that make a real impact. With a rich history dating back to 1968, we've established ourselves as a leader in Cybersecurity, IT, Data Analytics, and more. Our team is dedicated to safeguarding our nation through innovative solutions and advanced tech.
Job Summary
We're seeking a motivated, career and customer-oriented Customer Service Manager to join our team in JBAB Washington, DC. The position is onsite, and as a Customer Service Manager, you'll be responsible for leading, mentoring, and developing customer support representatives, handling customer escalations, and ensuring compliance with company policies and industry regulations.
Key Responsibilities
- Oversee daily customer service operations and team performance, including monitoring key performance indicators and QASP metrics like response time, resolution rate, and customer satisfaction scores. - Lead and manage the IT customer service team, involving hiring, training, and motivating staff, as well as evaluating their performance. - Train and mentor customer support representatives, equipping them with the skills and knowledge to provide excellent support to customers. - Handle customer escalations and complex service issues, ensuring that difficult issues are resolved effectively and efficiently. - Develop and implement customer service policies and best practices, creating and maintaining processes that ensure consistent and high-quality customer service. - Analyze customer feedback to identify service improvement opportunities, using data to identify areas where service can be enhanced. - Manage customer support tools and CRM software, ensuring that these tools are used effectively and efficiently. - Provide IT support to clients, including overseeing the resolution of client issues, managing service-level agreements (SLAs), and maintaining high levels of client satisfaction.
Minimum Qualifications
- Bachelor's Degree and 7+ years of IT administration or Engineering experience; an additional 4 years of related experience can be substituted in lieu of a degree. - CASP+ Certification or ability to obtain within 6 months of hire. - DoD 8570 Computing Environment certification within 6 months of hire. - Knowledge of Microsoft Windows Systems, HP SANs, VMware products. - Experience with Microsoft Office (Word, Excel, PowerPoint, Visio), Microsoft SharePoint, Microsoft Outlook. - Ability to identify and resolve technical issues, ensuring the smooth operation of systems.
Preferred Qualifications
- ITIL Certification. - Experience with ServiceNow. - One of the following certifications is desired: MCSE - Microsoft Certified System Engineer, MCSE - Microsoft Certified Solutions Expert, MCSA - Microsoft Certified Solutions Associate, MCITP - Microsoft Certified Information Technology Professional, VMware VCP - VMware Certified Professional, CCNA - Cisco Certified Network Administrator. - ITIL Foundations or later certification highly desired.
Security Clearance Requirements
- US Citizenship required and active TS clearance adjudicated within the last 6 years. - Candidate must be open to Poly if selected by the customer.
Physical Requirements
- Must be able to remain in a stationary position 50%. - Frequently communicates with co-workers, management, and customers, which may involve delivering presentations; must be able to exchange accurate information in these situations.
Compensation and Benefits
- The projected compensation range for this position is not specified, but arenaflex invests in its employees beyond just compensation. arenaflex's benefits offerings include, dependent upon position, Health Insurance, Life Insurance, Paid Time Off, Holiday Pay, Short Term and Long Term Disability, Retirement and Savings, Learning and Development opportunities, wellness programs as well as other optional benefit elections.
Why Join arenaflex?
- arenaflex is an equal opportunity employer and considers all qualified applicants for employment without regard to disability or veteran status or any other status protected under any federal, state, or local law or regulation. - If you need a reasonable accommodation to apply for a position with arenaflex, please email us at [insert email].
How to Apply
- If you're ready to propel your career forward and be part of something extraordinary, apply now for the Customer Service Manager position at arenaflex. Apply for this job