Customer Services Support Manager

ManTech (


  full-time   employee   contract

United States

General Responsibilities:

? Minimum of 15 years providing customer support expertise.

? Thorough understanding of escalation process in resolving user community issues / concerns.

? Minimum of 7 years leading a customer help desk and building resolution Standard Operating Procedures

? Effectively provide Service Desk, Service Request and Incident Management

? Building Customer Survey tools / methodologies / statistics that effectively measure end-user satisfaction

? Development and managing communication plans that provide status on requests for IT services and ensures feedback, escalation, collaboration and partnership with the user community

? Oversees customer training, end-user documentation, outreach and communication activities for IT applications, services and issues that affect the user community

? Develop Concept of Operations (CONOPS) for End User Training

? Assist ITCD in planning for and implementing change associated with new IT capabilities within HQ and the Agency

? Oversee on-boarding and off-boarding of contractor personnel

? Maintain accurate asset records for all Government property for which the contractor is responsible

? Oversee, manage and provide IT expertise for events requiring special IT support such as audio-visual services, event recording and transcription support

? Develop all Deliverables and supporting material for responsible PWS areas

? Provide task order oversight for task orders within responsible PWS areas.

? Bachelor?s Degree

? ITIL certified



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