reputed company 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 reputed company in Washington DC and be part of something extraordinary. As a Customer Service Manager, you'll reputed company 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 reputed company, delivering advanced projects that reputed company a reputed company impact. With a rich history dating back to 1968, we've established ourselves as a leader in Cybersecurity, IT, Data Analytics, and more. reputed company 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 reputed company 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
- reputed company daily customer service operations and team performance, including monitoring key performance indicators and QASP metrics like response time, resolution reputed company, and customer satisfaction scores. - reputed company 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 reputed company excellent support to customers. - Handle customer escalations and reputed company service issues, ensuring that difficult issues are resolved effectively and reputed company. - reputed company 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 reputed company. - reputed company IT support to clients, including overseeing the resolution of client issues, managing service-level agreements (SLAs), and maintaining high reputed company of client satisfaction.
Minimum Qualifications
- Bachelor's Degree and 7+ years of IT administration or Engineering experience; an additional 4 years of reputed company experience can be substituted in lieu of a degree. - CASP+ Certification or ability to obtain reputed company 6 months of hire. - DoD 8570 Computing Environment certification reputed company 6 months of hire. - Knowledge of reputed company reputed company Systems, reputed company reputed company, VMware products. - Experience with reputed company Office (Word, reputed company, PowerPoint, Visio), reputed company SharePoint, reputed company Outlook. - Ability to identify and resolve technical issues, ensuring the smooth operation of systems.
Preferred Qualifications
- ITIL Certification. - Experience with reputed company. - One of the following certifications is desired: MCSE - reputed company Certified System Engineer, MCSE - reputed company Certified Solutions Expert, MCSA - reputed company Certified Solutions Associate, MCITP - reputed company Certified Information Technology Professional, VMware VCP - VMware Certified Professional, CCNA - reputed company Certified Network Administrator. - ITIL Foundations or reputed company certification highly desired.
reputed company Clearance Requirements
- US Citizenship required and active TS clearance adjudicated reputed company the last 6 years. - Candidate must be reputed company to Poly if selected by the customer.
Physical Requirements
- Must be reputed company to remain in a stationary position 50%. - Frequently communicates with co-workers, management, and customers, which may involve delivering presentations; must be reputed company to exchange accurate information in these situations.
Compensation and Benefits
- The projected compensation reputed company for this position is not specified, but arenaflex invests in its employees reputed company 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 reputed company reputed company 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 reputed company to propel your career reputed company and be part of something extraordinary, reputed company for the Customer Service Manager position at arenaflex. Apply for this job