POLY

General Dynamics Information Technology•Washington, DC

1d•Onsite

About The Position

Customer Service Manager Manages the activities of a call center or help desk. Provide a productive and motivating working environment, and addressing any issues/disputes from customers or clients. Manages customer service professionals directly and/or through subordinate supervisors and offers leadership, coaching, and training. Acts as advisor to subordinates to meet schedules and/or resolve problems. Develops and administers schedule and performance requirements; may have budget responsibilities. Develops and implements call center policies and procedures. Advises supervisors on how to handle escalated customer service issues as needed. Monitors call quality and customer satisfaction metrics to improve service levels and assess training needs. Maintains accurate records of customer interaction and details of actions taken. Manages staff in recognizing, identifying, isolating, and resolving problems with company or customer products and services. SCOPE: Manages one or more small to medium sized teams focused on a few or multiple areas. Low to Medium complexity. EDUCATION AND EXPERIENCE: BA/BS (or equivalent experience), 5+ years of experience GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do. ● Growth: AI-powered career tool that identifies career steps and learning opportunities ● Support: An internal mobility team focused on helping you achieve your career goals ● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off ● Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore a career in program management at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your passion for the mission and delivering results. #MD_2026Alumni The likely salary range for this position is $110,500 - $149,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Requirements

5 + years of related experience
BA/BS (or equivalent experience)
US Citizenship Required
Clearance Level Must Currently Possess: Top Secret/SCI
Clearance Level Must Be Able to Obtain: Top Secret/SCI
Skills: Customer Relationships, Customer Service, Program Management, Technical Support
Required certs: 1. Security+CE

Responsibilities

Manages the activities of a call center or help desk.
Provide a productive and motivating working environment, and addressing any issues/disputes from customers or clients.
Manages customer service professionals directly and/or through subordinate supervisors and offers leadership, coaching, and training.
Acts as advisor to subordinates to meet schedules and/or resolve problems.
Develops and administers schedule and performance requirements; may have budget responsibilities.
Develops and implements call center policies and procedures.
Advises supervisors on how to handle escalated customer service issues as needed.
Monitors call quality and customer satisfaction metrics to improve service levels and assess training needs.
Maintains accurate records of customer interaction and details of actions taken.
Manages staff in recognizing, identifying, isolating, and resolving problems with company or customer products and services.
Manages one or more small to medium sized teams focused on a few or multiple areas.

Benefits

Comprehensive benefits and wellness packages
401K with company match
paid time off
medical plan options, some with Health Savings Accounts
dental plan options
a vision plan
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
full flex work weeks where possible
a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
short and long-term disability benefits
life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance