Job Description:

Transform technology into opportunity as an End User Provisioning and Deputy Program Manager with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you'll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

Job Description:

• Manages daily operations of client inquires and requests, ensuring responses are accurate and timely and in accordance with service level agreements.
• Serves as the Deputy Program Manager, supporting the Program Manager in all aspects of program management, administration, quality assurance, leadership and operations.
• Manages the deployment of enterprise IT equipment, specialized support and enterprise provisioning.
• Provides guidance to staff in resolution of difficult client questions/problems in order to ensure accurate technical support information.
• Monitors client contacts with staff to ensure standards of quality are met.
• Directly addresses client dissatisfaction and analyzes causes to define strategy for implementing corrective action.
• Works with other departments to improve processes and quality of client interaction by reviewing customer satisfaction survey data and identifying areas for improvement.
• Implements and manages ITIL processes toward improved performance and automation.
• Selects and hires employees supporting End User Services.
• Trains and evaluates End User Services employees to enhance their performance, development, and work product.
• Addresses performance issues and makes recommendations for personnel actions.
• Motivates and rewards End User Services employees including providing salary increases, bonuses and promotions within allocated budgets and company guidelines.
• Oversees the operation and maintenance of ITSM Tool, and the modernization if mandated .

WHAT YOU'LL NEED TO SUCCEED:

• Education: Bachelor's Degree
• Required Experience: 9 years of related IT Project Management, 3 years experience leading customer support organization, including leading a customer support organization, including Service Desk operations for over 1500 users; experience leading Customer Experience (CX) initiatives with a record of maintaining excellent customer satisfaction
• Required Certification: ITIL Foundations, PMP Certification desired
• Security Clearance Level: TS/SCI

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
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holiday

IT Customer Services Manager