Customer Support Manager

$125,000 - $150,000/Yr

Northhill Technology Resources - Reston, VA

Full-time - Mid Level

Reston, VA

Professional, Scientific, and Technical Services

About the position

The Customer Support Manager will lead a Customer Relationship and Services Support Center, focusing on providing customer relationship management and end-user system support for various business applications within an Intelligence Community program. This role involves managing a team, ensuring effective service delivery, and collaborating with program managers and other agencies.

Responsibilities

• Serve as a working lead of a Customer Relationship and Services Support Center in coordination with the contract Program Managers.
• Manage and mentor a staff of 7-8 personnel and conduct performance assessments and constructive feedback discussions.
• Work with Program Managers to provide effective and efficient management and execution of contract services and deliverables.
• Coordinate staffing and develop shift schedules to support normal and surge work hours determined by the Project Management Office (PMO).
• Review and provide input to program level deliverables and schedules.
• Support and provide input to requirements analysis, system testing, end user documentation and training.
• Support agency-wide audit remediation by monitoring team's application privileges and performing periodic reviews and corrective actions.
• Plan and execute Brown Bag Sessions and training to program team members in respective customer support service area(s).
• Serve as a liaison to other offices and collaborate with other agencies.
• Provide polite and friendly customer service.
• Provide first contact and incident resolution to customers with software and application problems.
• Triage customer ticket requests for resolution by staff members.
• Systematically review and improve team processes to resolve as many incidents as possible during the first contact, or at Tier I.
• Document incident status and solutions in incident database tools and work through various types of Tier II issues with the customer or on the customer's behalf.
• Develop a sufficient level of expertise in respective service areas to represent the program office on organizational calls and meetings.
• Provide answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.
• Apply technical writing skills to draft, update and edit Quick Reference Guides (QRGs), Standard Operating Procedures (SOPs) and other applicable documentation.
• Apply analytical skills to research complex problems and collaborate with the correct resources to provide an accurate solution.

Requirements

• U.S. citizenship
• Current TS/SCI Security clearance
• Current CI poly or eligibility to obtain CI poly
• 8 years of relevant experience with a bachelor's degree OR 6 years of relevant experience with a master's degree required for consideration.
• Experience providing IT or Software Application related customer support services
• Experience managing and mentoring teams
• Demonstrated proficiency with customer ticketing systems
• Excellent analytical and organizational skills
• Exceptional verbal and written communication skills
• Must be comfortable in a coordination role interacting with Government and contractor staff across functional and technical areas
• Proficiency with Microsoft Office (Word, Excel, PowerPoint)

Nice-to-haves

• Experience managing customer support centers
• Acquisition or Contract Management Systems (e.g. DIA CMS - DIA Contract Management System)
• PeopleSoft Financial Systems (e.g. NSA FACTS - NSA Financial Accounting and Corporate Tracking System)
• Financial Programming, Planning, Budgeting or Spend Planning Systems (e.g. IRIMIS - Intelink Resource Management Information System)