Customer Service Manager - TS/SCI W/ POLY
About The Position
CUSTOMER SERVICE MANAGER Key Responsibilities Lead and manage multiple Tier 2 customer service teams through subordinate managers, ensuring consistent, high-quality service delivery across the NCR. Foster a productive, accountable, and motivating work environment while addressing employee concerns, performance issues, and customer escalations. Provide leadership, coaching, and professional development to managers and staff to build a high-performing organization. Act as a senior advisor to subordinate managers in resolving complex operational challenges, staffing concerns, and escalated customer issues. Develop, implement, and enforce call center/help desk policies, procedures, and best practices aligned with global contract requirements. Oversee workforce planning, scheduling, and performance management to meet service level agreements (SLAs) and operational goals. Monitor and analyze call quality, customer satisfaction metrics, and operational KPIs to identify trends, improve service delivery, and inform training initiatives. Ensure accurate documentation and reporting of customer interactions, incidents, and resolutions in accordance with contract and compliance requirements. Manage teams responsible for identifying, troubleshooting, isolating, and resolving technical or service-related issues for customers. Collaborate with the Project/Task Senior Manager and global counterparts to align NCR operations with enterprise-wide objectives and continuous improvement initiatives. May support budget planning, resource allocation, and cost management for assigned teams. Scope of Responsibility Oversees multiple teams led by subordinate managers within Tier 2 Operations in the NCR. Responsible for medium to large operational scope with moderate to high complexity. Impacts service delivery across a regional footprint while contributing to global contract performance. Qualifications Education: Bachelor’s degree in Business, Information Technology, Management, or related field (or equivalent experience). Experience: 7+ years of customer service, call center, or help desk experience 3+ years of leadership experience managing managers or multiple teams Proven ability to lead through subordinate supervisors in a multi-layered organization. Strong experience with performance metrics, SLAs, and continuous improvement initiatives. Excellent problem-solving, communication, and conflict resolution skills. Experience supporting large-scale or government contracts preferred. Ability to operate in a fast-paced, high-visibility environment with competing priorities.
Requirements
- 5 + years of related experience
- US Citizenship Required: Yes
- Bachelor’s degree in Business, Information Technology, Management, or related field (or equivalent experience).
- 7+ years of customer service, call center, or help desk experience
- 3+ years of leadership experience managing managers or multiple teams
- Proven ability to lead through subordinate supervisors in a multi-layered organization.
- Strong experience with performance metrics, SLAs, and continuous improvement initiatives.
- Excellent problem-solving, communication, and conflict resolution skills.
- Ability to operate in a fast-paced, high-visibility environment with competing priorities.
- Security+ CE
- PWS 9.1
Nice To Haves
- Experience supporting large-scale or government contracts preferred.
Responsibilities
- Lead and manage multiple Tier 2 customer service teams through subordinate managers, ensuring consistent, high-quality service delivery across the NCR.
- Foster a productive, accountable, and motivating work environment while addressing employee concerns, performance issues, and customer escalations.
- Provide leadership, coaching, and professional development to managers and staff to build a high-performing organization.
- Act as a senior advisor to subordinate managers in resolving complex operational challenges, staffing concerns, and escalated customer issues.
- Develop, implement, and enforce call center/help desk policies, procedures, and best practices aligned with global contract requirements.
- Oversee workforce planning, scheduling, and performance management to meet service level agreements (SLAs) and operational goals.
- Monitor and analyze call quality, customer satisfaction metrics, and operational KPIs to identify trends, improve service delivery, and inform training initiatives.
- Ensure accurate documentation and reporting of customer interactions, incidents, and resolutions in accordance with contract and compliance requirements.
- Manage teams responsible for identifying, troubleshooting, isolating, and resolving technical or service-related issues for customers.
- Collaborate with the Project/Task Senior Manager and global counterparts to align NCR operations with enterprise-wide objectives and continuous improvement initiatives.
- May support budget planning, resource allocation, and cost management for assigned teams.
Benefits
- Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
- To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
- To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
