Customer Service Manager

ManTech seeks a motivated, career and customer-oriented Customer Service Manager to join our team in JBAB Washington, DC. The position is onsite.

The Customer Service Manager oversees 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. They are responsible for leading, mentoring, and developing customer support representatives, and handling customer escalations.

Responsibilities include but are not limited to:

Overseeing daily customer service operations and team performance: This includes monitoring key performance indicators and QASP metrics like response time, resolution rate, and customer satisfaction scores

Leading and managing the IT customer service team: This involves hiring, training, and motivating staff, as well as evaluating their performance

Training and mentoring customer support representatives: Equipping them with the skills and knowledge to provide excellent support to customers

Handling customer escalations and complex service issues: Ensuring that difficult issues are resolved effectively and efficiently

Developing and implementing customer service policies and best practices: Creating and maintaining processes that ensure consistent and high-quality customer service

Analyzing customer feedback to identify service improvement opportunities: Using data to identify areas where service can be enhanced

Managing customer support tools and CRM software: Ensuring that these tools are used effectively and efficiently

Ensuring compliance with company policies and industry regulations: Adhering to all relevant standards, as well as best practices

Providing IT support to clients: This includes 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.